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Client Experience Manager

1 month ago

Tate, United States General Datatech Full time

GDT employs the most talented, tenured and certified professionals in the industry. We have always maintained a customer- first business model, which has helped transform our organization into one of the industry's innovator, solution providers, and shared service experts. Be the solution. Keep clients happy. Provide intellectual value. Consistency. Be sticky. Help your fellow GDT-ers. Teach. Mentor. Lend a hand. Grow. Be professional, be engaged. ALWAYS.

*Must be located in Atlanta, Georgia*

Job Summary:

The Customer Experience Manager (CEM) will manage customer relationships by organizing, planning and monitoring the customer's account to ensure optimized interaction between GDT and the client. The CEM will also work collaboratively with GDT sales and services with customer business objectives while fostering additional executive-level visibility and adoption of services. Developing and implementing strategies useful in improving the customer relationship, experience, dedication and satisfaction.

Key Responsibilities:

• Manage Customers' implicit and explicit business requirements and ensure they are addressed within our solution footprint and agreed SOW.

• Develop and propose project plans and schedules using our implementation methodology.

• Identify, track and mitigate project risks and issues, escalating when necessary to resolve issues affecting our ability to deliver on Customers' expectations.

• Communicate individual roles and project expectations.

• Motivate and mentor the project team and ensure they get the right direction to execute the project as per the agreed SOW and timeline.

• • Track and provide regular status updates on KPI report for both GDT management and Customer.

• Act as a change agent to build a culture of a continuous improvement.

• Drive resolution to key decisions and actions needed.

• Facilitate Quarterly Business Reviews with GDT executives and Customer Executive Leadership.

• Work with GDT Service Delivery (SD) resources to ensure SLA, quality and accessional delivery of all projects.

• Primary point of contact project escalation with Customer.

• Cultivate & manage client relationships and be the POC for the Customer on all topics during solution deployment.

Knowledge, Skills, and Abilities:

• Ability to interact effectively and build relationships with all levels of Customer.

• Excellent skills in translating Customers' business requirements for our Service Delivery team

• Excellent verbal and written communication skills along with exceptional ability to listen.

• Positive, Customer focused attitude with a desire to exceed Customer expectations.

• Experience managing complex enterprise deployments.

• Demonstrated ability to motivate, influence and gain commitment at all levels of the organization.

• Good change management skills, flexible and collaborative spirit

• Good reasoning with the ability to define problems, collect data, establish facts, and draw valid conclusions.

• Ability to understand how Customers are leveraging information through their downstream process and system.

• Ability to lead meetings effectively by web or phone.

• Strong collaboration skills: will be required to coordinate closely with multiple teams to get things done.

• Comfortable dealing with a global Customer base and interacting in a multicultural environment.

Certifications: Project management certification (PMP) and / or ITIL certification preferred

GDT IS AN EQUAL OPPORTUNITY EMPLOYER. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sex, marital status, gender identity or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.