Global Account Manager - IT

Essential Functions of the Job:

- Deep Knowledge of account management processes and tools

- Manage one or multiple accounts

- Work with the Account Partners and global account team to achieve the goals for global revenue, margin and sales/pipeline

Global account management

- Drive company's Account Management Excellence across Accounts

- Co-develop account strategy with account leadership and drive global execution of account plan

- Drive service line planning activity and account integration

- Prepare and facilitate account meetings

- Responsible for follow-up on account actions by tracking progress against deadlines and driving activities

- Understand both the clients business agenda and company services to enable leveraging the global company network to connect our Account Stakeholders to the right people

- Develop and manage the account onboarding process and appropriate materials

- Drive the Assessment of Service Quality (ASQ) feedback process: Collate the ASQ feedbacks in the tool and drive action after interviews and year-end follow-up

- Act as a project manager for specific account activity

Strategic Planning & Operations Management

- Participate as appropriate with the Account Partners and/or Service Line leads to develop account strategy for relationships and ideation to pursue at client as part of account planning activities

- Work with region Market Segment Manager or Industry sector center from a specific geography, to align team objectives and operations to regional/sector operations and objectives (i.e. update on region sales campaign, inputs for sales forecast process, response for RFI from sector on sector center initiative like solutions planning)

Sales and Relationship management

- Co-develop the account relationship strategy, including management of the global relationship map

- Participate in development process for client interactions (i.e. Meeting materials or inputs for Meeting materials)

- Manage the account pipeline process and drive discipline across global team

- Manage the pursuit process for opportunities, working closely with stakeholders

- Execute win/loss debriefs

- Creation and maintenance of account marketing materials (i.e. team brochure discussion relationship history, or Value Scorecard or procurement showcase doc)

- Develop and maintain relationship of Account Managers, Market Segment Managers, to understand latest market place, alliance and solution activity within sector or like accounts

- Manage the annual global revenue planning process with the BD Leaders (BDL) or Market Segment BDL and Account Partners

- Own and manage the Client Relationship Management (CRM) tools and processes

- Identify thought leadership and insights to be shared with the client

- Information and Knowledge Management

Be strategic to collaborate and partner with enabling functions of company in supporting the account (where applicable):

- Offshore Account Enablement team in India - pipeline management, financial analysis, sales cycle support, client research, Account plan management

- Knowledge - Account Analysis, Quarterly earnings call summaries, travel packs on clients business, competitive landscape

- Finance - Any financial needs of the account

- Brand, Marketing and Communications - Account specific events, targeted thought leadership

- Administrative Support - Meeting scheduling and any other administrative tasks

- Global Sector/Industry - Identify market trends and company insights

- Service lines and geographies - Create process flows required for the team to capture information across account

- Build and manage a repository of team information (i.e. MSA, Rate Card, SOW templates, onboarding documents, team process documents, qualifications, etc.) and guide team on how to access and use

- Develop and maintain relationships with the account teams to understand best practices for team information and knowledge management

Marketing Management -

Development and execution of account marketing plan to include

- Distribution of thought leadership and/or event invites to relationships targets

- Alumni relations

- Support creation and distribution of team communications (i.e. team/client newsletter, WIN announcements)

- Develop and maintain relationships with account teams to understand best practices for marketing activities

Financial Management & Reporting -

- Review of account financials to provide awareness to account leadership on drivers of account performance

- Monitoring of operational metrics important to team each month and working with account partners or service line leaders on troubleshooting issues

- Support special projects as needed that require financial data/analysis

Analytical/Decision Making Responsibilities:

- May be required to make decisions on behalf of Partners in order to expedite results

- Influences without direct authority, frequently providing coaching and input to a high level of firm leadership

Professional Experience:

- 7-8 years working in a professional services firm delivering operational enablement service to teams in different geographies

- Professional services and/or shared services and operational environment experience, desirable to have experience in shared service centers covering European or US geographies

- Demonstrable experience operating and executing projects in a matrixed and geographically distributed organization as a project lead and a project team member with limited oversight

Knowledge and Skills Requirements:

Technology:

Must Haves:

- Mastery of the Microsoft Suite (Outlook, Skype, Excel, PowerPoint, Word, SharePoint)

- An understanding of CRM tools functionality and practical experience using to support management of an account's go-to-market operations

- An understanding of financial reporting tools and practical experience using to support financial management activities or performing data analysis

Nice to Have:

- Experience using Procurement portals (i.e. SAP Fieldglass or Ariba)

- Microsoft BI

Project Management - experience building and managing project plans

- Presentation/Analysis - experience building .ppt presentations or discussion documents to explain a strategy, process, or relationship history; experience using .xls to analyze data for purpose of generating insights on trends within data set

Soft Skills:

- Professional maturity to confidently interact with Account Partners. Demonstrate a level of assertiveness, authority while communicating with the Senior Stakeholders and ability to articulate the view points in a succinct manner

- Communication - Demonstrate effective communication at levels of the organization. Understand the nuances, ability to listen effectively, have a global mindset and operate effectively across borders inclusively

- Consultative - demonstrated ability to approach problems and/or projects through effective question/answer techniques to identify needs/issues/desired outcomes and propose solutions to meet needs/issues/desired outcomes

- Emotional Intelligence - demonstrated understanding of different working/personality styles and appreciation of need to flex approach and message to effectively engage

- Networking - demonstrated ability to create networks within a company and use the networks to navigate across an organization for purpose of getting information to answer questions that arise across account

- Ambiguity - personality that is conducive to highly unstructured environments and situations

- Entrepreneur/Proactive behaviors - desire to make the role their own and to create opportunity areas to involve themselves in day-to-day operations