Role Description
* Primary relationship holder for an account; owns, leads and manages revenues and sold margins on the accounts.
* Strengthens relationships with existing clients, and maintains a strong pipeline for growth through renewals & new selling new offerings to the existing clients.
* Build in-roads in existing accounts to cross-sell offerings and expand EN revenues.
Job Specifications & Requirements
* At least 12 years of experience in client-facing roles or account leadership within IT professional services or management consulting.
* Proven experience with global service delivery models, adept at managing cross-regional operations.
* Skilled in overseeing and expanding client P&L, with a strong background in reporting and performance metric assessment for accounts.
* Deep expertise in the vertical industry is essential.
* Proficient in selling across various service lines, including Infrastructure, Digital Services, and Application Services.
* Outstanding communication skills, capable of effectively engaging with stakeholders across all levels, both within the company and in client organizations.
* Exceptionally detail-oriented, with the ability to manage and coordinate all aspects of complex projects.
Key Responsibilities
Drive account growth with focus on renewals and selling new offerings.
* Collaborate with Vertical Leaders, Practitioner Sales, Client Delivery Leads to identify services/ offerings / value proposition to take to the customer based on client requirement.
* Drive renewal through overall pursuit strategy, solution due diligence / contract assurance review via coordination with Client Delivery Manager.
* Identify opportunities for cross-sell and areas of growth within existing accounts by collaborating with Client Delivery Manager.
* Develop negotiation strategy & negotiate contract / agreement; work with Bid Managers to draft SoW for contract with collaboration with Solution Architect/ Practitioner Sales/ Client Delivery Lead; participate in win/loss review.
Orchestrate account governance activities.
* Develop robust account plan with inputs from Client Delivery Lead and Practitioner Sales.
* Determine review cadence and KPIs to be monitored with Client Delivery Lead.
Drive customer satisfaction along with Delivery team by being primary relationship holder with account stakeholders.
* Become a trusted client partner by empathizing and gaining trust of the clients. Walk the halls; develop discussion docs. to take to the client; understand customer requirements.
* Jointly responsible to maintain customer satisfaction; track and report CSAT / NPS.
* Primary client contact for all escalations.
Coordinate and act as conduit for overall delivery and operational excellence for the account including financial planning & tracking.
* Coordinate with Delivery team to ensure high quality delivery – conduct joint discussions for implementation, delivery and contractual obligations.
* Monitor cost metrics for an account - with inputs from Client Delivery Managers of individual projects.
* Identify margin improvement initiatives and coordinate with Delivery Managers/ PMs to execute and implement these initiatives.
Key Interfaces
* Develop account strategy, prioritize offerings in consultation with Practitioner sales and Client Delivery Lead.
* Orchestrate account performance reviews, status update, timeline adherence, SLA adherence etc. along with Client Delivery Lead.
* Provide input to finance on financial forecasting of account revenue. Validation of invoice generated by finance team and collection follow-ups Internal account-level reporting (if applicable) along with Vertical Bid Management Executive.
Key Metrics
KPIs
* Revenue.
* Order book.
* % gross margin delivered.
* Client satisfaction (CSAT).
* Average deal size.
* Pipeline size.
* Number of renewals: Win rate / close rate.
KRAs
* As-sold margins.
* Lead mortality rate.
* % Variance in forecasted Vs. actual rev.
* % Variance in forecasted Vs. actual GM.
* Cost overruns-Negative margin accounts (#, Revenue, Gross Margin).
#J-18808-Ljbffr