Client Service Executive - Account Mining - IT

Client Service Executive - Account Mining with a Fortune 500 IT Co.

This role is with one of the Fortune 500 IT service companies.

Domain knowledge -

1. BFSI

2. Manufacturing

3. Digital - Cloud/RPA/Automation/IoT/Analytics/AI

4. LifeSciences

Position Summary

- Manage a diverse portfolio

- Lead business development activities to grow mindshare and market share in the account/s

- Accountable for the overall account growth across multiple projects and programs - though the key ownership will be with the Engagement and Delivery Partner.

- Get first-hand customer information and leverage it for improvements in services provided by the company

- Review solution and estimate for new opportunities

Key Responsibilities

- Ensure engagement objectives are in continuous alignment with the evolving business direction

- Regular connect with Clients at Senior leadership Levels for identifying new/adjacent opportunities

- Drive to think of creative and pro-active solutions to customer problems.

- Lead/own the relationship on strategic, tactical and operational level with the client with all the help from the Client Partner

- Full P&L and CS responsibility (cross vertical/horizontal) for client or client cluster

- Forecast, track and be responsible for key account metrics like revenue, profitability, customer satisfaction and employee satisfaction for the account.

- Identify, propose and execute IT projects where the co. can add outstanding value

- Assist with high severity requests or issue escalations as needed

- Ensure the service delivery for the projects happen at very high client satisfaction levels and resolve all pending issues, if any, at the earliest

- Jointly review project schedules and deliverables with the client team and the company's global delivery project managers periodically and participate in key project reviews and meetings on Steerco level.

- Partner with the client deeply and grow co.s business with the client sustainably and Business Development

- Build and maintain strong, long-lasting customer relationships

- Develop a trusted advisor relationship with key customer

- Be responsible for the reference-ability of the client with other prospects

Experience, Skills & Capabilities Required

- Candidate with 14+ years of experience in handling accounts and delivery engagements

- At least last 5+ years of client-facing Key Account experience is a MUST.

- Good exposure to development and digital selling in the past. Know how of Enterprise apps would be an added advantage.

- Experience in handling cross geography customer will be an added advantage.

- Should have managed a large transformation engagement in the past - $5M+ portfolio in the past and must have led multiple service line managers

- Engineering and/or Management degree or equivalent

Skills

- Excellent listening, negotiation and presentation skills

- Excellent verbal and written communications skills

- Works independently to manage the whole program and respective stakeholders

- Consultative Selling Approach

Capability

- Ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and CxO-level

- Proven ability to manage multiple projects at a time

- Proven track record in managing projects/programs in a global (onsite/nearshore/offshore) delivery model

- Ability to bring together multiple service lines, horizontals etc. to craft a cohesive solution for client

- Prior experience in managing large portfolio(s) at Senior stakeholder relationship level

- Report to our internal Senior Management/ Leadership teams on the overall engagement (across different dimensions like account penetration, delivery, bid management, staffing, financials etc.)

Travel: This is an India wide role and therefore will require regular national travel with some international travel as and when required