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