Senior Account Manager - Transport/Health Care/Education Sector

Senior Sales Account Manager Transport / Health Care / Education.

Role Description:

Primary relationship holder for set of Transport / Health Care / Education accounts; owns, leads and manages revenues and sold margins on the accounts.

Strengthens relationships with existing clients, and maintains a strong pipeline for growth through renewals and new selling new offerings to the existing Transport / Health Care / Education clients.

Build in-roads in existing accounts to cross-sell offerings and expand EN revenues.

Job Specifications & Requirements:

- At least 12 years of experience in client-facing roles or account leadership within IT professional services or management consulting.

- Proven experience with global service delivery models, adept at managing cross-regional operations.

- Skilled in overseeing and expanding client P&L, with a strong background in reporting and performance metric assessment for accounts.

- Deep expertise in the Transport / Health Care / Education industry is essential.

- Proficient in selling across various service lines, including Infrastructure, Digital Services, and Application Services.

- Outstanding communication skills, capable of effectively engaging with stakeholders across all levels, both within the company and in client organizations.

- Exceptionally detail-oriented, with the ability to manage and coordinate all aspects of complex projects.

Key Responsibilities:

- Drive account growth with focus on renewals and selling new offerings.

- Collaborate with Vertical Leaders, Practitioner Sales, Client Delivery Leads to identify services / offerings / value proposition to take to the customer based on client requirement.

- Drive renewal through overall pursuit strategy, solution due diligence / contract assurance review via coordination with Client Delivery Manager.

- Identify opportunities for cross-sell and areas of growth within existing accounts by collaborating with Client Delivery Manager.

- Develop negotiation strategy and negotiate contract / agreement; work with Bid Managers to draft SoW for contract with collaboration with Solution Architect / Practitioner Sales / Client Delivery Lead; participate in win / loss review.

- Orchestrate account governance activities.

- Develop robust account plan with inputs from Client Delivery Lead and Practitioner Sales.

- Determine review cadence and KPIs to be monitored with Client Delivery Lead.

- Drive customer satisfaction along with Delivery team by being primary relationship holder with account stakeholders.

- Become a trusted client partner by empathizing and gaining trust of the clients.

- Walk the halls; develop discussion docs to take to the client; understand customer requirements.

- Jointly responsible to maintain customer satisfaction; track and report CSAT / NPS.

- Primary client contact for all escalations.

- Coordinate and act as conduit for overall delivery and operational excellence for the account including financial planning and tracking.

- Coordinate with Delivery team to ensure high quality delivery - conduct joint discussions for implementation, delivery and contractual obligations.

- Monitor cost metrics for an account with inputs from Client Delivery Managers of individual projects.

- Identify margin improvement initiatives and coordinate with Delivery Managers / PMs to execute and implement these initiatives.

Key Interfaces:

- Develop account strategy, prioritize offerings in consultation with Practitioner sales and Client Delivery Lead.

- Orchestrate account performance reviews, status update, timeline adherence, SLA adherence etc. along with Client Delivery Lead.

- Provide input to finance on financial forecasting of account revenue.

- Validation of invoice generated by finance team and collection follow-ups Internal account-level reporting (if applicable) along with Vertical Bid Management Executive.

Key Metrics:

KPIs:

- Revenue.

- Order book.

- % gross margin delivered.

- Client satisfaction (CSAT).

- Average deal size.

- Pipeline size.

- Number of renewals : Win rate / close rate.

KRAs:

- As-sold margins.

- Lead mortality rate.

- % Variance in forecasted Vs. actual rev.

- % Variance in forecasted Vs. actual GM.

- Cost overruns - Negative margin accounts (#, Revenue, Gross Margin).