Associate Client Experience Manager

ABOUT US

Ensono is a hybrid IT services provider that sees a world in transformation. We understand the world of business has become more complex, layered, and interdependent because we’re enabling the IT infrastructure for that transformation. Our clients are some of the most innovative and forward-thinking companies in the world and we help keep their businesses thriving. With nearly 50 years of experience, we optimize and modernize IT infrastructure by amplifying the power of mainframes and mid-range servers with the agility of cloud. Check us out at www.ensono.com

Job Summary

Ensono is on a mission to set the standards for industry-leading experiences as a Managed Service Provider. The Client Experience team is responsible for understanding our clients’ journeys, measuring the experience end-to-end, and driving accountability to act. We are proud to be a collective of high performers that see no borders, move at a fast pace, and champion necessary change when we see it. We succeed when our clients succeed.

Job Role

We are hiring a Associate Client Experience Manager to execute and oversee initiatives that enable best-in-class client experiences. Your clients are both internal and external. You identify needs, design solutions, execute, and measure client experience processes and initiatives. The role requires strategic thinking and working cross-functionally to deliver outcomes through supporting teams.

Job Responsibilities

• Work as an individual contributor to drive forward client experience processes and initiatives
• Build prescriptive, targeted execution strategies for key programs based on data and analytics
• Coordinate internally across Ensono with cross-functional teams such as Sales, Technical Operations, Solution Architecture, and Program/Project Management
• Track, analyze, and report on key client experience metrics
• Champion our program effectiveness, industry standards, processes, and other useful experiences to ensure consistency
• Participate as required in client facings aspects of experience design and execution
• Additional responsibilities specific to Service Level Management:

• Be the “single source of truth” for SLA definitions, targets, performance, and guidance
• Own and optimize the current process and globalize working cross-functionally
• Summarize monthly performance, trending, and insights
• Secure approval from Account Teams, Finance, and Legal regarding credit approval decisions
• Review proposed service levels and targets for new client deals and client renewals

All Client Experience team members should possess extraordinary interpersonal and communication skills and be committed to demonstrating strong leadership within Ensono. They need to be highly motivated, organized, and confident to interact with executive leaders across the company. Each Client Experience team member should also be proficient in the following:

• Directing cross-functional activities
• Strong program management and measurement skills
• Showcasing strategic thinking and expertise by demonstrating superior writing capabilities and versatility
• Ability to grasp complex topics, understand broader business and policy context, and capability to translate background material into clear, accessible, and eloquent language
• Introducing new ideas and opportunities without instruction to do so
• Ability to create exceptional PowerPoint and Excel documents that tell a meaningful story through data

Additional qualifications would include but not be limited to:

• 1+ years of experience in client focused roles such as client services, consulting, or vendor operations
• Advanced to Expert MS-Excel and PowerPoint capabilities
• IT Service Management (ITIL) and / or Salesforce experience a plus

We are an equal opportunity employer. All qualified applicants will be considered for employment without regard to caste, colour, creed, religion, gender, gender identity, sexual orientation, age, disability, HIV status, or any other status protected by law. Candidates with disabilities who require accommodations during the recruitment process are encouraged to contact our Talent Acquisition team to place a request.