Senior Manager - Client Services - FS

Areas of Responsibility

1. Market Development and Prospecting
   The Senior Manager – Client Services analyses the current accounts and target prospects to identify the right set of Buyers, their buying patterns and help tailor offerings, solutions for specific industry segments, and accounts. S/He is responsible for reaching out to identified target Buyers through multiple levers, such as Cold-calling, partnerships, and events.
2. 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.
3. Proposal Development, Negotiation and Closure
   The Senior Manager – Client Services will form a pursuit team across Infosys internal units / external partners if needed. S/He positions the client-facing team with the client, explains client context, coaches the pursuit team, suggests win price and drives this among various BUs based on competitive intelligence, future potential, and positioning with the client. S/He sets up and facilitates proposal-coaching sessions between the client and pursuit team's technical / domain experts and drives the proposal to closure.
4. Contracting and MSA
   The Senior Manager – Client Services facilitates the discussion between the 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 an acceptable level of risk to Infosys.
5. 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 a relationship map and market share analysis. S/He communicates and executes as per the A/c plan; and conducts periodic reviews of the plan with higher Management in Infosys in order to grow in the Account as per plan.
6. Account Mining
   The Senior Manager – Client Services identifies the right contacts within the client organization, secures meetings with the clients appropriately; sets the 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.
7. 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.
8. 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).