Client Value Manager (Ft Myers or Irving)

The Client Value Manager (CVM) conducts client interviews to capture objective first-hand client value statements and feedback including both realized value and opportunities for improvement in order to create high-quality actionable Voice of Client (VoC) Insights that strengthen value articulation inform renewal strategy position accounts for retention and growth and drive enhancements to the overall client experience. By capturing first-hand client value statements for GRP accounts this role directly contributes to individual and account-level retention and growth. Insights gathered will be used to strengthen value articulation and inform account renewal strategies. Through the generation of actionable VoC Insights the CVM will drive enhancements to the client experience. Additionally identifying risks and driving mitigation efforts will help make the standard better across the organization. Internally the CVM will develop and foster partnerships with stakeholders to identify opportunities to engrain VoC in decision-making and workflows. The role also requires effective collaboration with Sales and Service teams to drive risk mitigation efforts as well as broad collaboration on cross-functional initiatives.

Major Responsibilities / Accountabilities

• Work collaboratively with Global Retention Programs to schedule and conduct client interviews prioritizing C-Level and Guided interactions.

• Identify the top 3 C-Level priorities for GRP accounts.

• Innovate interview approaches to align to organizational priorities including C-Level New to Role and unengaged clients synthesizing insights to help the business establish and develop trust-based value-added relationships with C-Level executives.

• Identify and escalate individual and account-level risks.

• Partner with Sales and Service teams to drive risk mitigation efforts and leverage these learnings to elevate standards across the organization.

• Create high-quality and actionable VoC Insights for internal stakeholders.

• Achieve operational excellence in CVM Program execution specifically meeting SLAs with a strong emphasis on data quality and governance.

• Proactively participate in pilots for continuous program improvement by ideating testing and deploying new mechanisms to increase the visibility of VoC across the organization.

• Contribute to targeted VoC efforts to support critical strategic efforts and actively participate in cross-functional projects within Global Retention Programs.

Education & Professional Experience

• Bachelors Degree or equivalent; Masters a plus

• 2-4 years of professional experience in services required

• 1 years experience having technical needs-based discussions with clients at major organizations

• 1 years experience in completing analysis or problem solving

• Individuals with experience working in the IT industry are strongly preferred

• Demonstrated experience in having used interpersonal and communication skills to work collaboratively with a variety of stakeholders including clients

Technical/Professional Skills & Competencies

• Knowledge of information technology and/or Gartners product portfolio strongly preferred

• Excellent client focus and ability to build rapport

• Ability to probe on value delivery and to capture value through active listening and rapid diligent notetaking

• Strong organizational skills; ability to prioritize multiple items and work across multiple team members

• Strong problem solving and analytical skills with ability to translate them into actionable plans

• Demonstrated ability to conceptualize solutions to influence different stakeholders

• Ability to work with influence and manage resources from different organizations

• Ability to synthesize ideas into simple concise statements and clearly present and articulate ideas

• Proficient in MS Office suite including Excel and PowerPoint

• Excellent critical thinking analytical and problem-solving skills

• Drives collaboration and is a strong team player

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