Client Experience Manager
2 weeks ago
About us (Ensono)
Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients' digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today's systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.
We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications – whether it's public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don't feel stuck in place. With cross-platform certifications and decades of experience, our technology experts become an extension of your team so you're continuously innovating – doing more with less while remaining secure. And that's just the beginning.
Job Responsibilities:
The Client Experience Analyst provides direct support to our client-facing teams in multiple areas that currently include the following:
Client Analytics and Presentations: Monthly Business Review and Quarterly Executive Review template creation and maintenance; identify and add unique, analytical and higher value insights based on the data; develop, maintain, improve a process and an online tool to capture client-specific data such as Ensono's accomplishments, insights, risks and recommendations; work with the Ensono teams to make sure that required data sources are available and providing accurate and timely information. Client Reporting : Discover and inventory reporting requirements in each new contract; determine report sources and delivery methods; project manage custom reports to completion (one time) and assure reports are setup to be delivered on schedule (ongoing); work with the Ensono Product team to determine if custom reports should be candidates to become standard reports; work with the Ensono Sales and Solution teams during the sales cycle to review reporting requirements for prospective clients Contract Review and Analysis: Develop, improve and own Contract Extraction template that summarizes key contract obligations and terms; execute Contract Extraction process as part of each new client onboarding; review proposed contract language and provide insightful input as it relates to governance, reports, service levels (in concert with other team members). Service Level Management: Create monthly service level reports for each client by reviewing and analyzing data from multiple sources; execute considerable Microsoft Excel spreadsheet calculations; interface with Ensono solution, legal and other teams to discuss service levels for prospective clients; provide thought leadership regarding SLA improvements and future state; investigate automation options for service level processService Maximization and Improvement: Drive service improvement plans in conjunction with other Ensono teams; Review all client contracts to assure that Ensono is delivering all agreed-to services to maximize value to our clients; Work with Ensono Revenue Assurance to make sure Ensono is billing for all agreed-to services Client Experience Analysts should possess extraordinary analytical skills and be highly flexible. Our team's focus areas and priorities are subject to regular change and evolution – with a goal of continuous improvement and the identification of new ways to support our client-facing teams. They need to be highly motivated, self-starters, excellent communicators and very organized and proficient in Microsoft Office. Each Client Experience Analyst should expect to focus on one or more of the areas described in the list above but should also expect that we will regularly reinvent ourselves as we continuously evolve and improve how we support our teams.
Experience Level:-
10 +years of IT experienceTechnical Key Skills(Mandatory Skills)
6+ years of experience in Client Experience Manager Experience in SLA ,Client Interaction ,Billing and ITIL 3-5+ years of deep Microsoft Office 2016 – specifically PowerPoint and ExcelExceptional analytical skills with an ability to derive trends, correlations and insights from disparate data sources Experience as a Business Analyst, preferred
Good to have Skills
Strong multi-tasking abilities with an ability to wear many hats and shift focus/priorities throughout the day. Self-motivated with a strong desire to learn quickly, multi-task, and work independently as well as part of a team Excellent written and verbal communication skills Desire to regularly transform and improve yourself JR010356Next Job Posting
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