Infosys is a global leader in technology services and consulting. We enable clients in more than 50 countries to create and execute strategies for their digital transformation. From engineering to application development, knowledge management and business process management, we help our clients find the right problems to solve, and to solve these effectively. Our team of 200,000 innovators, across the globe, is differentiated by the imagination, knowledge and experience, across industries and technologies, that we bring to every project we undertake.
Wanted: Global Innovators to Help Us Build Tomorrow’s Enterprise.
If you are interested in being part of a learning culture, where teamwork and collaboration are encouraged, excellence is rewarded, and diversity is respected and valued, take a moment and explore the below job opportunity.
Your role
The Engagement Manager–Client Services is responsible to provide client introductions, customer context to internal teams. Navigate account to identify varied kinds of deals; form and lead pursuit teams, recommend & defend the win price, understand client drivers and competitor moves, interface with client on expectations, develop account plan, review and follow it. Drive MSA / SOWs / payments (AR), resolve delivery escalations and complaints, mentor IBU account team with an objective of demonstrating business value to the client. Maintaining the Infosys price premium, enhancing client satisfaction and growing the account as per the account plan WITHIN the assigned account.
Required
Market Development: The Manager – Client Services persuades clients to provide industry-wide references in order to support revenue growth outside the account and increase ROI on events.
Customer Prospecting: The Manager – Client Services provides client introductions, customer context etc. S/He supports the HBU G/EM's efforts in his / her account in order to open diverse service-lines (HBUs) in his/her account.
Opportunity Identification and Qualification: The Manager – Client Services will 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.
Proposal Development: The Manager – Client Services will form pursuit team across Bus / external partners if needed. S/He positions 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. S/He drives consensus between BU’s on pricing (including revenue transfer if required). S/He recommends and defends win-price at the appropriate levels (considering the size of the deal) of management/finance and procure all approvals.
Proposal Negotiation and Closure: The Manager – Client Services sets up and facilitates proposal-coaching sessions between client and pursuit team's technical / domain experts. S/He drives client consensus or at least neutralizes opponents, articulates business value and drives pricing in order to articulate business value and win the deal at the right premium.
Contracting and MSA: The Manager – Client Services facilitates the discussion for the Commercial Manager, and acts as the point-of-escalation if needed, in order to ensure quick closure of the contract with acceptable level of risk to Infosys.
Account Planning and Review: The Manager – Client Services develops the Account Plan in conjunction with the other stakeholders (Service line/HBU mix, revenues, profitability. S/He will develop relationship map, and market share analysis. S/He communicates and executes as per the A/c plan; and conducts periodic review of the plan with higher Management in Infosys in order to grow in the Account as per plan.
Account Mining: The Manager – Client Services identifies the right contacts within the client organization, secures meetings with the clients appropriately; sets appropriate agenda (client context, pain points, industry / competitive context, Infosys value proposition). S/He anchors meetings and closes any opportunities generated. S/He ensures active participation from HBUs / partners concerned, provides account context (including topics to avoid), and allocates roles and responsibilities for ongoing client interactions. S/He reviews meeting material in order to grow the account by positioning Infosys strategically and as an existing trusted partner.
Account Operations: The Manager – Client Services signs off on SOWs / Contracts and follows up with the client to sign off on the SOWS. S/He acts as the next level of escalation beyond the Commercial Manager for invoice disputes, payment release etc. and follows up with the client to release undisputed payments (AR). S/He Identifies the right list of clients for CSAT and follows up with the client for CSAT and ELF wherever necessary in order to minimize revenue leakage for services delivered and enhance client satisfaction.
Relationship Management: The Manager – Client Services handles customer complaints about project executions across IBU delivery and HBUs, as well as negotiates on MSAs and SOWs (which the Commercial Manager leads).
Merger and Acquisition: The Manager – Client Services reviews ADS' account specific competitor and provides opportunity analyses to Commercial Manager in order to help validate the business case.
Additional Criteria for Higher Proficiency:
Minimum Experience: 14+ years for BE or Liberal Arts graduate or 12+ years for MBA graduate.
Knowledge: Deeper industry domain knowledge.
Skills: People management skills.
Tasks: Assist BDMs with pursuits of prospects outside his account(s); Mentor EM proficiency Level 2.
Experience in Business / IT Consulting, preferably with the big 4, and experience in the local market.
The job entails an extensive amount of travel. The job also entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face.
Why Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 50 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.
