Title
Global Client Partner
Location
Frankfurt
Role Purpose
The purpose of the role is to develop, manage and nurture relationship with key global clients by ensuring effective delivery and revenue and hunt for revenue opportunities in potential clients
Do
1. Manage and develop partnership with key/ mega gamma clients to ensure delivery as per contract and revenue realization
a. Develop client account strategy aligned to the overall vertical strategy
- Interact with the client leadership and review industry trends to identify opportunities within account with the support of Service Line (SL), corporate and sales enablement teams
- Create and review the heat map of various SL deployment within the account to identify opportunities
- Develop client specific annual account plan along with the key solutions, activities and planned revenue
- Incorporate and drive our key initiatives and priorities in the account strategy such as Digital etc.
- Drive the farming targets within the client account and hunting targets for opportunities in the assigned new clients, if applicable
- Communicate the strategy and plans to the teams to drive focus and achieve defined targets
- Develop resource plan for the client account aligned to the growth strategy and opportunities
- Work closely, synergize and provide accurate information for client reviews with Vertical, BU and internaltop leadership
b. Drive revenue growth within the client account to drive a higher share of client’s wallet
- Use client network and market intelligence to identify and set priorities for competitive offerings and solutions
- Showcase capabilities across the organisation service offerings to the client to influence and develop mindset to purchase
- Interact with Service Line leadership to develop client specific solutions and insights
- Partner with client and all internal stakeholders from project proposal/ RFP stage to project deployment stage.
- Bring client perspective to the solution selection for the client to ensure client requirements are met
- Incorporate our differentiators in the deals to influence the win ratio
c. Lead and drive pipeline development for the new client account
- Build relationships with the key stakeholders within new client account
- Discuss and showcase our service offerings and capabilities with the new client
- Lead and drive meetings/ interactions within the key stakeholders within client organization to identify revenue opportunities (hunting)
- Participate in branding and client-based marketing activities such as round table sessions, networking events etc.
- Conduct and lead campaigns to build new age perspective and innovation opportunities for client organization
- Participate in workshops, presentation and executive meetings at client organization to shape their thinking around a potential opportunity
d. Develop, manage and leverage relationships and networks in the client organization
- Identify key decision makers in client organization and industry to develop and strengthen relationships with them and become a trusted advisor for them
- Drive and lead Client Review meetings/ QBRs to regularly review project performance dashboards/ reports
- Discuss and resolve escalation points and course correct as required for high customer satisfaction and better quality of experience
- Be the SPOC for the client within our organisation and provide client intelligence for projects across geographies
2. Delivery Management across the client account as well as New Age Ecosystem and Digital technology deployment within client account
a. Structure high value/ strategic deals for accounts
- Engage across multiple capabilities/ ecosystems and leverage Service Lines to structure the solution and the deal
- Engage with advisors to seek input and strengthen the deal with differentiated and value-added offerings
- Interact with client to keep them engaged in the development of the solution and the deal
- Lead negotiations on commercial terms for them to ensure revenue flow and profitability
b. Monitor and review execution of deals in the client account as per defined quality and process standards
- Review the delivery plans to ensure alignment with the project charter
- Monitor and review delivery dashboards/ MIS and key metrices
- Manage and support resolution of client escalations related to delivery of solutions/ projects
- Plan and drive initiatives and actions to be taken to achieve cost optimization and improve service standards
- Participate in quarterly demand forecasting and resource planning aligned to requirements of the client
- Interact and engage with the client leadership to communicate and update progress on account plan, project delivery, foreseeable risks/ obstacles.
- Leverage BU Delivery/ Ecosystem Leadership to resolve critical fulfilment challenges or for support required from outside the vertical
- Drive assembly of the right team to deliver on account by providing clarity and support to delivery/WMG team in identification of appropriate resources for client interfacing roles as required
- Drive delivery led growth across projects by leveraging differentiated value propositions and value add offering for a higher share of client’s business
c. Conduct progress review meetings internally to develop delivery oversight, tap issues or escalations with the client servicing teams across geographies
d. Conduct regular checks with client-side teams to review client satisfaction indices
e. Ensure timely invoicing as per deal contract
3. Drive the Innovation (Digital) and New Age Ecosystem charter in the assigned account(s) for own vertical
a. Leverage the industry/ domain and technology knowledge to identify upcoming disruptions
b. Lead and drive cost optimization or other transformation opportunities by deploying new age technologies as a solution to client’s needs and expectations
c. Deploy capabilities within the New Age Ecosystem and Digital technology at client organization
- Provide client specific inputs/ context and support the ecosystem leadership to develop solutions/ competencies in line with client requirements/ expectations
- Be the champion/ expert to provide customer perspectives for developing new GTM solutions; positioning and presenting the same
- Leverage events with alliance partners/industry forums such as round table conferences, networking events to present thought leadership / proof of concepts to client
- Ensure smooth information flows to relevant stakeholders in client organization (CIO/CEO) to showcase our capability in futuristic IT business solutions arena
4. Team Management
a. Resourcing
- Forecast talent requirements as per the current and future business needs
- Hire adequate and right resources for the team
- Train direct reportees to make right recruitment and selection decisions
b. Talent Management
- Ensure 100% compliance to our standards of adequate onboarding and training for team members to enhance capability & effectiveness
- Build an internal talent pool of HiPos and ensure their career progression within the organization
- Promote diversity in leadership positions
c. Performance Management
- Set goals for direct reportees, conduct timely performance reviews and appraisals, give constructive feedback to direct reports.
- Incase of performance issues, take necessary action with zero tolerance for ‘will’ based performance issues
- Ensure that organizational programs like Performance Nxt are well understood and that the team is taking the opportunities presented by such programs to their and their levels below
d. Employee Satisfaction and Engagement
- Lead and drive engagement initiatives for the team
- Track team satisfaction scores and identify initiatives to build engagement within the team
- Proactively challenge the team with larger and enriching projects/ initiatives for the organisation or team
- Exercise employee recognition and appreciation