Description

Role Information Role Senior Engagement Manager Role Designation Senior Manager / Senior Manager - Client Services Career Stream Global Markets Career Sub Stream Client Services Reports to Group Senior Manager - Client Services

Billable Role (Y/N)

N Supervises Associate Business Development Manager/ Associate Senior Manager -- Client Services/ Associate Sales Manager

Billable Utilization

NA

Financial Size

(Revenue/ Budget/Span)

~ $80M per year across small, medium and large accounts.

Incumbency

(Single/ Multiple)

Multiple

Team Size & Dispersion

(Direct & Indirect reports, Single/ Multiple locations)

Number of Direct reports : 1 AEM and 1 EM. Likely to expand in future

Location

(Onsite/ Offshore)

Frankfurt, Germany

Operating Network (Internal)

Group Senior Manager - Client Services, Associate Senior Manager - Client Services/ Business Development Associate , All HBUs, IBU delivery, Finance, Legal, HR, CCD, IS, UPAMs, GEMs, DHs, IBU Heads, and NBD team.

Operating Network (External)

Clients (CXOs, Business Leadership, IT Leadership and below, Procurement office, Client Audit & compliance), Alliance partners, and other contractors (direct competitors, other companies managing PMO, independent contractors etc.)

Educational Qualification* and Experience Requirements

10 Senior Manager / Senior Manager - Client Services Engineering Graduate CA / Tier MBA* Non Engineering Graduate PhD Minimum No. of Years 11 9 11 Career Stream * Categorized based on Infosys recognized list of colleges and courses

For Higher Proficiency 10 Career Stream Engineering Graduate CA / Tier MBA* Non Engineering Graduate PhD Minimum No. of Years 14 12 14 Global Markets 1 Global Markets

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.

Contracting and MSA

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.

Account Mining

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.

Account Operations

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.

Relationship Management

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).

Performance Measures

Revenue Growth, Revenue from New Relationships, Number of Large Deals Closed, Customer Satisfaction Index,