Areas of Responsibility
Market Development The Associate Practice Engagement Manager will do competitive analysis for the HBU / service line for his portfolio(s), (primary focus) - by sub/sector. The sub/sector is that of the IBU account at which he is stationed. S/He works with other ADS' for their analyses for a unified view across the sub / sector for existing accounts, and a view by sub/sector for the HBU (service line). Works with Corporate / unit for sub / sector-specific competitor analysis (from outside sources)
in order to leverage Infosys' first-hand experience against competitors and get a "ground assessment"; and to complement the competitor analysis from Market Research which can bring in the perspective of accounts that are not yet customers for Infosys. S/He will proactively identify the prospects within his portfolio(s) or clients within the same industry
in order to enhance the market share.
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Customer Prospecting The Associate Practice Engagement Manager helps the HBU EM in supporting opportunity outreach with IBU BDMs or IBU EMs in order to win more customers for his HBU with the right profile (Global 1000 types, say) for his HBU. The customers could be existing for Infosys (so s/he works with the IBU EM and HBU EM) or new ones (in which case s/he works with the IBU BDM and HBU EM). S/He leads the Practice Solutions selling, Cross selling, New products, and Intellectual Property selling.
Opportunity Identification and Qualification The Associate Practice Engagement Manager provides analysis and ground intelligence regarding opportunities (including proactive opportunities) for his / her portfolio(s) to the HBU EM in order to engage with the client early and strategically.
Proposal Development The Associate Practice Engagement Manager is responsible for his portfolio(s) for Preparation of Proposal and SoWs through coordinating with different stakeholders such as Procurement, Legal etc. S/He performs quantitative analysis to arrive at the win-price recommended; including relevant competitor analysis in order to demonstrate business value to the client and maintain price premium.
Proposal Negotiation and Closure The Associate Practice Engagement Manager forms "customer map" of named customers, for his / her portfolio(s) with potential / articulated objections to Infosys and recommend action, provide supporting data / analyses needed during negotiation, coordinate and take meeting notes in internal discussions with management for negotiation approach / approvals etc. in order to articulate business value and win the deal at the right price premium. S/He negotiates with Client Executes on the SoW with a combined value of 1-2 million dollars for his portfolio(s).
Contracting and MSA The Associate Practice Engagement Manager supports the HBU EM (learn on the job) by providing a business-led view on items of contract negotiations E.g. which clauses could prove difficult for the team on the ground to implement, what do our competitors usually allow in contracting, relevant information about the lead negotiators from the client (e.g. " This negotiator comes from Walmart and so we can expert similar techniques/mindset in negotiating with suppliers"), etc. in order to understand Infosys' position on such matters. S/He will have authority to make decisions on the deal through appropriate discounts and lead negotiations.
Account Planning and Review The Associate Practice Engagement Manager prepares the plan for his portfolio(s) - with guidance as needed from the EM - in order to grow the portfolio(s) as per plan.
Account Mining The Associate Practice Engagement Manager will identify the right contacts in the client organization; secure meeting with the clients concerned; set appropriate agenda (client context and pain points, industry / competitive context, Infosys value propositions); anchor meetings and close any opportunities generated; in order to increase HBU footprint in the account as per plan. S/He will undertake first review of meeting materials (techno-functional review), provide context to HBU delivery team etc. in order to grow the HBU footprint in his account portfolio(s) as per plan. S/He will identify and pursue opportunities with different departments / buyers within the client organization in his portfolio(s) in order to expand the Infosys footprint.
Account Operations The Associate Practice Engagement Manager follows up with the clients for his portfolio(s) to sign SOWs (all for the HBU) and upload into OMS; follow up with clients (at succeeding levels if necessary) for release of payments; identify the right list of clients for CSAT and follow up with client if necessary for CSAT and ELF; in order to minimize revenue leakage for services delivered for his portfolio(s) and enhance client satisfaction.
Relationship Management The Associate Practice Engagement Manager manages and resolves customer complaints about project executions across HBU delivery for his portfolio(s) - informs and seeks guidance from the EM in case of overall account impact. S/He sets up meetings and sets the right expectations; recommends public engagements / conferences / Infosys events that the client and Infosys can jointly benefit from. S/He gets the clients to participate in events and conferences of mutual benefit; set up periodic reviews with important customer stakeholders per the pre-agreed format. S/He undertakes expectation setting with individual clients (who can be influenced) before the Account relationship, the review document is presented formally, and publishing of action items and tracking to closure. S/He collaborates with HBU Delivery management, Finance / Legal and IBU Leadership to resolve escalations for his portfolio(s); prepares executive briefing documents for Infosys executives and G/EM, and suggests the high level messages that resonate with account context. S/He identifies the right speakers/ hosts at the conferences with whom the client can connect / address the audience. S/He incorporates internal feedback on the relationship review document to be presented, allocate roles to Infosys participants in the review and tracks action items to closure in order to position Infosys as a trusted, easy partner to do business with for which the client can increase its spend and be prepared to pay an acceptable price premium. S/He leads a complete Portfolio for the customer and engages with different buyers with customer in order to get mind-share to gain market-share from the customer.