Areas of Responsibility - Market Development and Prospecting
The Senior Manager – Client Services analyses the current accounts and target prospects to identify right set of Buyers, their buying patterns and help tailor offerings, solutions for specific industry segment, account. S/He is responsible for reaching out to identified target Buyers through multiple levers, such as Cold-calling, partnerships, events
- Opportunity Identification and Qualification
The Senior Manager – Client Services will navigate the account to identify varied kinds of deals in the account
in order to increase Infosys' revenue and market share.
- Proposal Development, Negotiation and Closure
The Senior Manager – Client Services will form pursuit team across Infosys internal units / 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 sets up and facilitates proposal-coaching sessions between client and pursuit team's technical / domain experts and drives the proposal to closure.
The Senior Manager – Client Services facilitates the discussion between Client and Infosys teams involved in contracting (Legal, Data Privacy..), 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 Senior 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.
The Senior 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 reviews meeting material
in order to grow the account by positioning Infosys strategically and as an existing trusted partner.
The Senior Manager – Client Services signs off on SOWs / Contracts and follows up with the client to sign off on the SOWS. S/He is responsible for Collections of AR.
The Senior 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 Senior Manager leads). S/He identifies and recommends the right Infosys executives (starting with Segment Heads) with whom the client can connect; sets up meetings and sets the right expectations. S/He sets up periodic reviews with important customer stakeholders as per the pre-agreed format.
Knowledge, Skills required for the role Knowledge: Knowledge of outsourcing business, cost & revenue drivers for an IT organization, Business case creation, Financial ratios and analyses (IRR, NPV, ROCE etc.), Statistical analyses (regression, correlation, mean, median, mode, frequency distributions), and knowledge of legal & contracting issues.
Skills: Effective and structured communication skills (consultative skills combined with business case creation knowledge), conflict resolution / consensus building skills within Infosys as well as with partners / clients. Problem solving skills, negotiation skills, and commercial acumen. Identification of the political landscape, leadership skills, presentation skills and relationship-building skills (a good sense of humor is an advantage).
