Senior Manager - Client Services

GCC _Senior Manager Client Services_ 7/7A

5. Proposal negotiation and Closure: External: Set up and facilitate proposal coaching sessions between client and pursuit team’s technical/domain experts. Drive client consensus or at least neutralize opponents, articulate business value and drive pricing IN ORDER TO articulate business value and win the deal at the right premium. 6. Contracting and MSA: Facilitates the discussion for the commercial manager point of escalation if needed IN ORDER TO ensure quick closure of the contract with acceptable level of risk to Infosys 7. Account Planning and Review: Develops the account plan in conjunction with the other stakeholders (service line/HBU mis, revenues, profitability. Develops relationship map, market share analysis); communicates and executes as per the A/c plan; conducts periodic review of the plan with higher management in Infosys IN ORDER TO grow in the account as per plan. 8. Account Mining 9. Account Operations: Sign off on SOWs/contracts and follows up with the client to sign off on the SOWs. Acts as the next level escalation beyond the commercial manager for invoice disputes, payment release etc. follows up with the client for CSAT and ELF whatever necessary IN ORDER TO minimize revenue leakage for delivered and enhance client satisfaction. 10. Relationship Management: 11. Merger and acquisition: Reviews account specific competitor and opportunity analyses to commercial manager in order to help validate the business case. 12. People Management 1. Market Development: Persuade clients to provide industry-wide references IN ORDER TO support revenue growth outside the account and increase ROI on events. 2. Customer Prospecting: Provide client introductions, customer context etc. To support the HBU G/EM’s efforts in his/her account IN ORDER TO open diverse service-lines (HBUs) in his/her account. 3. Opportunity Identification and Qualification: Navigate the account to identify varied kinds of deals in the account IN ORDER TO increase Infosys revenue and HBU mix and improve market share. 4. Proposal Development: Internal: Form pursuit team across Bus/external partners if needed. Position client-facing team with client, explain client context, coach the pursuit team, suggest win price and drive this among various Bus based on competitive intelligence, future potential, positioning with client. Drive consensus between Bus on pricing (including revenue transfer if required). Recommend and defend win-price at the appropriate levels (considering the size of the deal) of management/finance and procure all approvals. External: Clarify client expectations (where possible, coach the client on what s/he can expect based on knowledge of the account and industry). Collect ground level intelligence on client drivers and competitor moves. Set expectations and ratify the solution with client IN ORDER TO demonstrate business value to the client maintain Infosys price premium.