Client Experience Manager – Managed Services Position Overview

ARG’s mission is to protect clients from obsolescence by providing IT clarity and advising our clients about technology changes. The CXM-MS is a critical role at ARG, ensuring our clients utilize the Telecom Expense Management tool to manage their inventory, invoices, allocations, and billing disputes. This provides our clients with a holistic view and a baseline of their expenses, inventory, and contracts. As the CXM-MS you will play a key role in streamlining the business processes while making improvements toward efficiencies and optimization.

The goal of the CXM-MS is to provide an overlay to ARG’s clients who are utilizing a TEM platform and embody the role of a facilitator and experience-creator. In this role, the CXM-MS will understand the clients’ expected business outcomes and help them reach those objectives by working within the TEM platform and with the client personnel while ensuring an excellent client experience. Continually reviewing and evolving the collection of processes ARG uses to track, oversee, and organize every interaction between the customer throughout the lifecycle.

Essential Functions

- Lead the implementation for the managed services keeping the TEM provider on track and providing status updates to the client
- Lead and participate in regular meetings with cross-functional teams to review new requests (intake), assess business purpose and benefits, and ultimately determine overall business priority
- Participate in ongoing external and internal relationships and generate new strategic opportunities to include scope expansion when applicable
- Expert-level knowledge of client’s TEM platform
- Understand the client’s unique needs for TEM and their desired outcomes
- Manage partnership with TEM Platform Provider
- Team with providers for client requests and ensure follow-through
- Educate/work with clients on inventory
- Actively pursue provider consolidation by working with consulting team to ensure new services are added and/or migrated to the master account.
- Clarify incoming requests from the client and set expectations for information needed and completion timeframes
- Proactively partner with Enterprise Account Manager & Consulting team on assets that are pending renewals
- Lead special client projects as requested/needed
- Understand client’s projects, assist with prioritizing, and record unique projects in SFDC
- Conduct/participate in monthly support calls to ensure active lines of communication
- Notify TEM provider of all new assets at the time of sale, provide contract copy and send completed asset information within 1 week of activation
- Confirm online access for new provider account/sub-account is established and TEM provider has proper credentials
- Ensure data integrity, manage billing and invoice reconciliation process including escalations as needed
- Provide monthly reporting on upcoming assets coming out of term
- Review weekly reconciliation report for assigned client – to include obtaining missing/updated allocations, invoices, and locations
- Semi-annual audit of SF against TEM provider platform to make sure all data is captured across platforms
- Track savings – realized versus planned by capturing the baseline of spend and quantity of invoices versus reporting on quarterly efficiencies
- Advocating on the client’s behalf with the TEM provider
- Open and track cases in SF for client requests for QBR reporting
- Actively participate and assist with pulling data together for QBR prep
- Ensure data integrity, manage billing, and invoice reconciliation process including escalations as needed
- Assist internal teams with obtaining invoices and inventory to assist with troubleshooting service-related issues

Required Knowledge, Skills, and Abilities

- Proficiency in Microsoft Office Suite (in particular, Excel)
- PowerPoint presentation skills
- CRM experience, our tool is Salesforce (SF)
- Experience with Telecom Expense Management tools
- Must be proficient in hosting web/audio calls
- Ability to learn new tools as needed
- Provide amazing client experience by responding in a timely manner.
- Impeccable communications skills (verbal and written)
- Communicate with clarity and consistency
- Highly adaptable
- Comfortable dealing with all levels of clients in a confident manner
- Ability to lead a project and delegate tasks as appropriate
- Use Salesforce to track work/activity

Required Education, Certifications/ Licenses, Related Experience

- Bachelor’s Degree plus 3-5 years of experience in the technology space is strongly preferred
- In lieu of a degree, an equivalent, proven combination of education and experience may be substituted

Physical Job Requirements (with/without reasonable accommodations)

- This position requires the ability to remain in a stationary position (standing and/or seated) all of the time
- This position operates machinery and/or equipment that requires the constant use of hands/fingers/wrists (ex: typing) all of the time
- This position requires the ability to spend all of the time viewing computer monitors

Travel Requirements

- This job can be performed in a hybrid capacity, with the understanding that the remote employee may be asked to attend in-person meetings and/or events with reasonable notice.ARG is currently accepting applicants from the following locations:
  - Colorado
  - Connecticut
  - District of Columbia
  - Florida
  - Georgia
  - Maryland
  - Massachusetts
  - Rhode Island
  - North Carolina
  - Tennessee
  - Texas
  - Utah
  - Virginia
  - Wisconsin
- Employees in a remote-work agreement need to make themselves available for travel within a reasonable notice period
- Anticipated travel will be by car, air, and/or train

You are required to be a green card holder or US citizen as ARG is not sponsoring visas at this time. Email careers@myarg.com to submit your resume.

Submit Your Resume

About ARG

ARG is an award-winning consultancy and broker of technology services with over 30 years as an industry leader. ARG leverages market research, technical resources, and industry best practices to help our clients procure the right solution at the best price. On average, we find our clients savings of 20-40% on technology spending. ARG has been named both Top Workplaces by The Washington Post and Best Places to Work by Virginia Businessannually since 2014.

ARG is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, disability, or any other basis prohibited by state law relating to discrimination in employment.

Washington DC Headquarters: (703) 770-2400
Maryland Office: (240) 235-0080
Northeast Office: (401) 825-4170
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