Job Summary

ARG’s mission is to protect clients from obsolescence by providing IT clarity and advising our clients about technology changes. The Senior CXM plays a critical role at ARG, ensuring our clients have an amazing experience while transforming their technology. Working with the client, their service providers and team to leverage the Technology Expense Management tool for managing the client’s inventory, invoices, allocations, billing disputes and provider interactions. This provides our clients with a holistic view and a baseline of their expenses, inventory, and contracts. As the Sr. CXM you will play a key role in streamlining the business processes while making improvements towards efficiency and optimization. 

The goal of Sr. CXM is to provide an overlay to ARG’s clients who are utilizing a technology expense management (TEM) platform and embody the role of facilitator and experience-creator. In this role, the Sr. CXM will understand the clients expected business outcomes and help them reach those objectives by working with the service providers, the TEM provider, our internal teams, and the client personnel while ensuring an outstanding client experience. This allows ARG’s clients to obtain technology that meets their business objectives. While Sr CXM builds healthy, long-standing relationships with ARG’s clients, they are truly a trusted partner that delivers amazing client experience.

Essential Functions:

Responsibilities:

• Build trust with our clients and establish relationship with their service providers (may include non-ARG procured providers)
• Own relationship with key stakeholders within client – shared responsibility with Consulting and SAM
• Accountable for overall internal coordination of client support and making sure we are performing to our SOW 
• Manage ARG’s internal processes and coordination of client requests; set expectations for information needed and completion timeframe
• Manage the provider partner experience this may include non-ARG procured providers
• Responsible for overall account data integrity, by working with internal teams and TEM provider to confirm active inventory; updating client account information as needed and assets have appropriate status 
• Proactively partner with team (SAM, Consulting lead & CXM-MS) on assets that are pending renewals
• Learn and understand the client's technology needs and goals as it relates to voice, data and TEM
• Create new business processes as required and update existing SOP’s (annually)
• Understand client’s projects, assist with prioritizing, record unique projects in our CRM (Salesforce) and assist with identifying proper resources required
• Conduct/participate in monthly support calls to ensure active lines of communication 
• Act as escalation point
• Actively participate and assist with pulling data together for QBR prep
• Cross-train and back-fill for CXM Strategic Support as needed

Required Knowledge, Skills, Abilities 

• Proficiency in Microsoft Office Suite (in particular, Excel)
• PowerPoint presentation skills
• CRM experience, our tool is Salesforce (SF)
• Experience with Technology 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 task as appropriate
• Use Salesforce to track work/activities

Required Education, Certifications/ Licenses, Related Experience 

• Bachelor’s Degree plus 3-5 years of experience in the technology space strongly preferred
• In lieu of degree, 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 position may commute between ARG’s HQ office and clients on an as- needed and case-by-case basis
• Employees in a remote-work agreement need to make themselves available for travel within reasonable notice period
• Anticipated travel will be by car, air, and/or train