The ECM is a senior client service professional and supporting point of contact for CIO members/clients. Partners with the Executive Partner to ensure timely delivery of services against the members Mission Critical Priorities. Actively manages the relationship with the client according to Service Delivery Excellence guidelines. Ensure members engage through the EXP “Member Engagement Model”. Support activities ensuring that value is captured and incorporated in the business case. Drives profile based fulfilment, conducts customized searches and actively sends relevant research and information based on members Mission Critical Priorities. Brokers all research requests and inquiries from assigned clients, Executive Partners: receive request, interprets and delivers client responses customized to the clients’ expectations. Coordinates and schedules inquiries and on-site deliverable with Executive Partners and analysts. Jointly responsible with Executive Partners to ensure client satisfaction and client retention. Participates in most Executive Partner strategic meetings and quarterly review calls. Also, participates in most client inquiry calls with analyst. Responsible for driving structured service kickoff for both new and renewing clients ensuring completion within 30 days of contract signing. Responsible for driving monthly document and inquiry engagement across client base. Delivers on-site member support at annual Symposium events or other EXP events as requested Job Requirements: Bachelors degree required, major in Business or IT Discipline preferred. Five or more years experience in the information technology industry, preferred experience as a business/technology advisor Detailed knowledge of major technology areas. Previous experience in a client facing role. Strong interpersonal, facilitation, listening and relationship building skills. Thorough understanding of market research, data collection and analysis. Excellent verbal and strong communication skills. Ability to prioritize and handle multiple requests concurrently. Ability to problem solve and bring timely resolution to issues. Thorough knowledge of Gartner research, specifically the EXP CIO Agenda and associated topics as well as subject matter knowledge in multiple content areas. Possess a No-Limits mindset.
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