Role - Client Partner/Engagement Manager
Technology - Sales/ Client Services
Domain - Fuel convenience, Retail
Location - London, UK
Compensation - Competitive (Including Bonus)
Purpose Of the Role?
Provide client introductions, customer context to internal teams. Navigate account to identify varied kinds of deals; form and lead pursuit teams, recommend & defend the win price, understand client drivers and competitor moves, interface with client on expectations, develop account plan, review and follow it. Drive MSA / SOWs / payments (AR), resolve delivery escalations and complaints, mentor account team with an objective of demonstrating business value to the client. Maintaining the Infosys price premium, enhancing client satisfaction and growing the account as per the account plan WITHIN the assigned account.
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Areas of Responsibility:
Market Development - Persuade clients to provide industry-wide references IN ORDER TO support revenue growth outside the account and increase ROI on events. Customer Prospecting - Provide client introductions, customer context etc. To support the HBU G/EMs efforts in his/her account IN ORDER TO open diverse service-lines (HBUs) in his/her account. Opportunity Identification & Qualification - Navigate the account to identify varied kinds of deals in the account IN ORDER TO increase Infosys revenue and HBU mix and improve market share. Proposal Development - Internal: Form pursuit team across BUs/external partners if needed. Position client-facing team with client, explain client context, coach the pursuit team, suggest win price and drive this among various BUs based on competitive intelligence, future potential, positioning with client. Drive consensus between BUs on pricing (including revenue transfer if required). Recommend and defend win-price at the appropriate levels (considering the size of the deal) of management/finance and procure all approvals. External: Clarify client expectations (where possible, coach the client on what s/he can expect based on knowledge of the account and industry). Collect ground level intelligence on client drivers and competitor moves. Set expectations and ratify the solution with client IN ORDER TO demonstrate business value to the client and maintain Infosysprice premium. Proposal Negotiation & Closure - External: Set up and facilitate proposal-coaching sessions between client and pursuit teams technical/domain experts. Drive client consensus or at least neutralize opponents, articulate business value and drive pricing IN ORDER TO articulate business value and win the deal at the right premium. Contracting & MSA - Facilitates the discussion for the Commercial Manager; point-of-escalation if needed IN ORDER TO ensure quick closure of the contract with acceptable level of risk to Infosys Account Planning & Review - Develops the Account Plan in conjunction with the other stakeholders (Service line/HBU mix, revenues, profitability. Develops relationship map, market share analysis); communicates and executes as per the A/c plan; Conducts periodic review of the plan with higher Management in Infosys IN ORDER TO grow in the Account as per plan. Account Mining - External: With client, identify the right contacts within the client organization. Secures meetings with the clients appropriately; sets appropriate agenda (client context, pain points, industry/competitive context, Infosys value proposition). Anchor meetings and close any opportunities generated. Internal: Within Infosys/Partners ensures active participation from HBUs/partners concerned. Provides account context (including topics to avoid), allocates roles and responsibilities for ongoing client interactions. Reviews meeting material IN ORDER TO grow the account by positioning Infosys strategically and as an existing trusted partner. Account Operations - Signs off on SOWs/ Contracts and follows up with the client to sign off on the SOWS. Acts as the next level of escalation beyond the Commercial Manager for invoice disputes, payment release etc. Follows up with the client to release undisputed payments (AR). Identifies the right list of clients for CSAT and follows up with the client for CSAT and ELF wherever necessary IN ORDER TO minimize revenue leakage for services delivered and enhance client satisfaction. Relationship Management - With the clients: Handles customer complaints about project executions across IBU delivery and HBUs, as well as negotiations on MSAs and SOWs (which the Commercial Manager leads). Identifies and recommends the right Infosys executives (starting with Segment Heads) with whom the client can connect; sets up meetings and sets the right expectations; recommends public engagements/conferences/Infosys events that the client and Infosys can jointly benefit from; gets the clients to participate in events and conferences of mutual benefit; sets up periodic reviews with important customer stakeholders as per the pre-agreed format. Expectation setting with individual clients who can be influenced before the Account relationship review document is presented formally. Publishing of action items and tracking them to closure. Within Infosys: Collaborates with Delivery management (HBU & IBU delivery), HBU GEMs, Finance/Legal and IBU Leadership to resolve escalations. Identifies and sells to Infosys executives the specific client that they are required to connect with. Prepares executive briefing documents, coaches on high level messages that resonate with account context. Identifies the right speakers/hosts including self if applicable (next proficiency) at the conferences with whom the client can connect/ address the audience. Incorporates internal feedback on the relationship review document to be presented, allocates 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. Mergers & Acquisitions - Reviews ADS` account specific competitor and provides opportunity analyses to Commercial Manager IN ORDER TO help validate the business case. People Management - Mentors account team, works closely with delivery managers/heads to provide development feedback for senior delivery team members of the account management team, coaches direct reports. IN ORDER TO improve CSAT, ESAT and de-risk the engagement. Organization Initiatives - Voluntary initiatives: For those who have higher proficiency levels in the role. Org-mandated initiatives (such as CSAT actionizing): Leverage account context to present these favorably to the customer IN ORDER TO get added learning and growth opportunities and additionally contribute to the organization. 