Client Services Manager
Location: Vienna, VA
February 16, 2011
Client Services Manager – Customer Delivery & Support Description
Do you possess a technical background AND great customer-facing skills? TARGUSinfo seeks an individual who will play a multi-faceted role in the delivery and support of business intelligence solutions for new and existing TARGUSinfo clients.
You will be responsible for supporting or otherwise directly managing pre- and post-sales client-facing remarketing and business data solutions for TARGUSinfo clients. Sound technical understanding and applied knowledge of TARGUSinfo’s back end systems, packaged solutions and associated processes will be leveraged into meeting the responsibilities outlined below, with the goal of connecting effectively with both internal and external technical and business audiences.
Key Responsibilities
- Communicate, collaborate, lead - and be accountable!
- Team with sales personnel on assigned accounts as technical resource and project lead to push forward and close a sale; help to identify and engage other cross-functional experts as necessary.
- Continue partnership with account executives after a sale by expeditiously delivering and supporting the client implementation and serving as the key operational point of contact for the client.
- Create project schedules against goals and ensure it is aligned with prospect’s or customer's expectations; integrate schedules between internal and external project teams.
- Ensure technical and process documents, reports and project plans are technically sound, clearly defined and actionable. Identify technical and business risks of a project/initiative and establish contingency and risk mitigation plans where required.
- Establish and track commitments; set and track accountability.
- Manage sign-off of key deliverables.
- Monitor and report status of key milestones and deliverables.
- Proactively address, lead and communicate any client issues to closure.
- Lead internal functions in fulfilling various needs/inputs to this process.
- Assist in designing, maintaining and refining functional processes.
- Uniquely contribute to a growing Client Services function.
Qualifications
- Bachelor’s degree in Computer Science, Information Systems, Engineering or the equivalent is desired.
- Combination of other degree with relevant experience will be considered.
- Strong understanding of project management methodologies, tools and best practices.
- A minimum of five (5) to seven (7) years of related experience, with at least three (3) years of customer-facing implementation experience in similar industry or technical discipline.
- Knowledge in one or more of the following areas is desired: data/database systems, software development environments and integration concepts, SaaS/SOA, IVR/Telecommunication systems.
- A proven track record of effective sales engineering/support, technical support and/or client relationship experience, balanced with an understanding of data and database technologies.
- Ability to motivate internal and external project teams.
- Highly developed analytical and problem solving skills, detail oriented, excellent communication skills
- Highly credible and persuasive in all interactions with clients and internal stakeholders.
- Experience with MS Project, MS Access, MS Excel, MS Word, and MS Visio.
Education Required
Bachelor's degree in Engineering, Computer Science, Information Systems or equivalent is desired. Combination of other degree with relevant experience will be considered.
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