Role: Account Manager
The purpose of the role is to develop, manage and nurture relationships with clients and alliance partners to drive profitable growth from farming activities thereby developing sustainable relationships and continuous improvement in customer engagement. Included in this role is the expectation to manage the operational aspects of the accounts assigned; viz., Statement of Work(SoW), Contracts, Amendments, Change Requests, Rate Card, Master Services Agreement(MSA), Purchase Orders, Service Introductions, Revenue Projections, Margin review, Invoicing, Days Sales Outstanding (DSO) etc.
Management, Extension, Expansion, Engagement & Adoption:
- Manage operations of the account
- Determine strategic direction for account management processes
- Review/write SoWs
- Request for purchase orders for approved bodies of work
- Keep track of MSAs and its prevailing amendments. Approach any changes needed with timely recommendations and follow ups
- Ensure that time recordings are completed in a timely manner for invoicing/billing
- Raise invoices promptly
- Track third party (sub-contractors, vendors, partners, license providers) contracts as applicable to the account(s), and maintain operational promptness and control
- Track payments, both receiving as well as outgoing
- Review the need to add any new services to the portfolio, develop amendments/change requests as necessary
- Interact with clients/partners/stakeholders to manage timely processing of all the above
- Track revenue and margin projections for the account(s)
- Track DSO
- Manage booking pipeline
- Manage and lead client relationships to ensure delivery as per contract, revenue management and optimal engagement
- Develop the clients account strategy aligned to the overall vertical/ practice strategy
- Interact with the client leadership and review industry trends to identify opportunities within account(s) with the support of Service Line (SL), corporate and sales enablement teams
- Identify and create new opportunities for growth in the account(s) by leveraging differentiated value propositions to shape sales opportunities
- Drive revenue growth within the client account to drive a higher share of clients wallet
- Use client network and market intelligence including competition information to identify and set priorities for competitive offerings and solutions
- Close the maximum possible order bookings to secure future revenue streams by leveraging expertise of service lines and accelerators
- Showcase & leverage other HCL Organizational Units capabilities to the client to influence and develop mindset to purchase and push for higher value services and solutions in line with HCL's value-added offerings
- Introduced in the early phase of the sales cycle to build relationships in a true consultative manner with key stakeholders, understand the clients business strategy/objectives, and establish a strategic sales account strategy securing buy-in from functional and executive stakeholders to drive revenue from organic growth through adoption of engineering services and also drive inorganic revenue growth through creative business models and partnerships.
- Develop a deep client relationship by establishing yourself as a trusted advisor to across all levels of client contacts including the key C-level executive stakeholders.
- Serve as an escalation point for key customer satisfaction issues and accountable for coordinating internal collaboration to resolve critical client issues, acting as an advocate for the client
- Drive attendance and participation in all company and client events, webinars, lead generation programs and participation in sponsored industry events
- Contribute to thought leadership and imbibe/share best practices with peer internal client facing executives
Desired Skills and Experience
- Demonstrated abilities previously as account manager in managing operational excellence and selling IT or engineering services
- Demonstrated ability to originate and manage accounts with over $30-$40M in annual billings and has managed funnel of over $50M in booking pipeline.
- Strong ability to Cross-Sell and Up-Sell HCL Services and Software solutions
- Independent, entrepreneurial thinking approaching client partner role as CEO of the account taking complete ownership of account growth and partnership success.
- Ability to originate large deals of over $10M TCV and has consummate soup-to-nuts experience in closing complex deals navigating and shepherding the opportunity with internal and external stakeholders.
- Strong technical aptitude with prior exposure and experience in Enterprise Software, SaaS, Big Data/Analytics, Security and Connected Platforms
- Bachelors Degree in a technical or business field with MBA or Masters in technical area being highly desirable
- English: Strong written and oral communication skills with proven ability to develop compelling proposals and business plans
- Readiness to travel of over 50% of the time
