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Customer Solutions Manager

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Essential Functions and Responsibilities
The primary responsibilities of a CSM center around business analysis and customer management; specifically:

· Quickly understand the structure and function of client's key customer data systems

· Managing monitoring weekly database operations with the technical teams

· Conducting quality audits of incoming data from key client systems

· Identifying business needs of CRM and customer support groups and documenting requirements for technical scoping

· Coordinate with technical teams to complete bug fixes and enhancement projects on schedule and within budget

· Directly assist with customer preference center and other customer data projects, shaping business requirements and proposing architecture solutions that fit the projects’ scope and budget

· Advise client on options for business intelligence solutions that fit existing systems architecture

Share best practices and enhance understanding and use of marketing database

· Guiding tasks into solutions

· Coordination of overall technology delivery

· Communication and coordination of estimates and timelines

· Communication and coordination of builds and deployments

· Change management throughout project lifecycles

· Ensuring profitability of deliverables

Ensuring quality, completeness and accuracy of deliverables


Required Experience, Skills and Education needed:

· 8-10 years experience working in a client facing environment

· Database Marketing Strategy and Implementation experience

· Proactively setting and managing evolving expectations for all deliverables

· Understanding, communicating and managing technology timelines and schedules

· Ownership of scope and change management throughout project lifecycles

· Ownership and leadership of all customer communications and meetings; both internal and external

· Accountability for estimate and timeline creation, delivery and presentation

In-depth understanding in SQL and relational database technology, especially with star schemas and data marts architecture
Hands-on experience implementing or using a leading campaign management solution such as Unica or Epiphany in support of pre-campaign and post-campaign analysis
Hands-on experience using business intelligence tools such as Cognos, MicroStrategy, SAS, or Business Objects in a marketing environment.
Thorough understanding on the SDLC and ability to manage through all relevant phases.

Ownership and accountability for receipt of all customer technology deliverables and priorities

· Ownership of technology and project profitability

· Ownership of technology and project quality

· PMI certification is a plus

· Bachelor’s degree

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