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Senior Service Manager

Overview

Senior Service Manager

The Client Service Manager (CSM) is a highly visible leader responsible for ensuring the complete Use phase success and satisfaction of a portfolio of DigitasLBi customers. The goal is to make every customer in your portfolio successful and committed to DigitasLBi through a trusted partner relationship. You will bring DigitasLBi’s Operational Excellence, best ideas, innovations, and implementation know-how to your customers and match them to their business goals, driving greater business value and executive alignment between DigitasLBi and the Customer. 

The CSM is knowledgable and passionate about modern web & mobile technology and combines this with exceptional customer management and sales experience. Working closely with DigitasLBi project teams and DigitasLBi preferred implementation partners, you help our customers to get the most value out of their DigitasLBi platform. You will also serve as an escalation point for issues that impact the customer’s success and drive risk mitigation. This is a huge opportunity to become part of a ambitious and fast growing high-tech company with the potential to help define the vision for how we support some of our most important clients. The CSM will report to the Client Service Operations Director of DigitasLBi. 

  • As the CSM, you own full responsibility for the delivery of DigitasLBi Managed Services portfolio - which range from reporting (Operational & Financial) mentoring & training services to the delivery of turnkey implementation solutions; 
  • Design and deliver world-class implementation support services that enable clients to become or continue to be high performance businesses; 
  • Drive large end-to-end digital transformation deals, closely working together with DigitasLBi Project teams and DigitasLBi preferred system integrators that work on your accounts; 
  • Make sure all team stakeholders are fully aligned to ensure successful and efficient customer implementation support; 
  • Closing add-on Services and Renewal business and managing all aspects of pipeline building, funnel management, deal tracking, negotiation, and closure; 
  • Managing executive, mid-level, and project relationships among a diverse set of customers; 
  • You ensure that customers derive maximum value from their investment in DigitasLBi, utilize all their licenses, identify new opportunities, and collaborate with sales teams to ensure license growth attainment and increased footprint; 
  • Acting as a liaison between product management and the customer with a focus on communicating the DigitasLBi roadmap and how the roadmap will influence customer activities; 
  • Serve as escalation point for customer issues ensuring they are resolved as quickly and efficiently as possible, leveraging resources across the company as necessary; 
  • Leverage broad-based industry knowledge and marketplace expertise to fully understand the impact of emerging trends and technologies on the business; 
  • Development of new service offerings. 

Your profile

  • BA/BS degree (or equivalent; MBA or advanced degree preferred); 
  • Minimum 6 years relevant work experience with selling and delivering Professional Services engagements with large enterprise customers; 
  • A personal track record of successful selling and delivery consulting services (5+ Million per year); 
  • Completely comfortable dealing with large, complicated, political accounts at the most senior IT and business levels; 
  • Must be able to work at all levels: bottom up and top down. Strong communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog; 
  • Passionate for web, mobile and digital transformation technology - the key challenges and paradigm shifts, including creating seamless omni-channel customer experiences, digital marketing, and big data dimensions; 
  • Natural leader, self-motivated and action/results oriented; 
  • Pragmatic problem solving skills, willingness and ability to dive into the details of technology, process and people to get things right; 
  • Well organized, creating structure and clarity; 
  • Enjoying the journey.

About DigitasLBi

We have 40 offices in 25 countries, each one helping to upend and redefine the landscape of strategy, creativity, media and technology. We’re pumped about the accolades we’ve earned – cue Titanium Lions, Gold Pencils and making LinkedIn’s Most InDemand Employer List of 2014 – but what energizes us most is the people we work with, the clients we work for and the never-ending challenge that confronts us: Producing amazing creative, day after day. On top of great values, great people and great clients, we’re proud to offer many great perks – things like flex vacation days, tuition reimbursement, gym membership discounts and anniversary gifts for the many people who’ve been with us 5, 10, 20 years and more. And while we celebrate those who’ve stuck by us and shaped us into the creative force that we are today, we’re always looking for great new talent help us grow even stronger. If that’s you, well, come join us.

DigitasLBi is an equal opportunity employer.