Manages strategic enterprise BFSI client accounts, growing revenue, profitability, relationships, and wallet share. Develops account plans, identifies and closes cross-selling opportunities, coordinates solution teams, and supports contractual, delivery, procurement, invoicing, collections, and financial planning activities. Partners with delivery leaders to improve margins and customer satisfaction while tracking CSAT, NPS, revenue, gross profit, pipeline, win rates, and order value.
Role Description and Responsibilities
- Primary relationship holder and knowledge expert for large enterprise client(s); accountable to grow revenue and profitability at each client account
- Consistently expands broader and deeper relationships at the client account
- Understands client problems and strategies/initiatives at a detailed level
- Develops, refines and administers client account plan in collaboration with Vertical leaders, Solutions practitioners and architects, and Client delivery managers
- Aligns with Marketing to provide account-based marketing targeting
- Responsible for generating new Black Box solution opportunities (ideas) at the client account through deep client knowledge and leveraging Solutions development/sales programs
- Focus on cross-selling across Black Box solution portfolio to grow wallet share
- Works closely with solution selling team to support the development of and close-win of opportunities
- Supports contractual and client administration at the direction of relevant functional management
- Supports margin improvement initiatives with Delivery Managers/PMs
- Supports order management, procurement, client invoicing, collections and financial planning and analysis functions
- Jointly accountable with Delivery management to maintain customer satisfaction; track and report CSAT / NPS
Job Specifications & Requirements
- Minimum 8 years of experience in client-facing roles or account leadership within IT solutions or management consulting
- Skilled in overseeing and expanding client P&L, with a strong background in CRM programs and account planning
- Deep expertise in the vertical industry is essential
- Proficient in selling across various service lines
- 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
- Proven experience with global service delivery models, adept at managing cross-regional operations
- Bachelor’s or Master’s degree preferred
Key Metrics
- Qualified contacts created
- Account plan completion measures
- Number of opportunities created and average opportunity size
- Conversion Rate % to Formal Proposal
- Qualified Win Rate %
- Order Book Value
- Gross Margin % As Sold
- Revenue
- Gross Profit
- CSAT/NPS scores
- DSO
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