Engagement Manager

Montreal , Canada / Experienced / Salary Package as per experience / Permanent  / Urgent/ Job Ref: 811-IT004 

Responsibilities:

Organization Initiatives : Voluntary initiatives: For those who have higher proficiency levels in the role.

Org-mandated initiatives (such as CSAT actionizing): Leverage account context to present these favorably to the customer IN ORDER TO get added learning and growth opportunities and additionally contribute to the organization

People Management : Mentors account team, works closely with Delivery Managers/Heads to provide development feedback for senior delivery team members of the account management team, coaches direct reports. IN ORDER TO improve CSAT, ESAT and de-risk the engagement,

Merger & Acquisition : Reviews ADS` account specific competitor and provides opportunity analyses to Commercial Manager IN ORDER TO help validate the business case

Relationship Management: With the clients: Handles customer complaints about project executions across IBU delivery and HBUs, as well as negotiations on MSAs and SOWs (which the Commercial Manager leads). Identifies and recommends the right Organisation executives (starting with Segment Heads) with whom the client can connect; sets up meetings and sets the right expectations; recommends public engagements/conferences/Organisation events that the client and Organisation can jointly benefit from; gets the clients to participate in events and conferences of mutual benefit; sets up periodic reviews with important customer stakeholders as per the pre-agreed format. Expectation setting with individual clients who can be influenced before the Account relationship review document is presented formally. Publishing of action items and tracking them to closure.

Within Organisation: Collaborates with Delivery management (HBU & IBU delivery),HBU GEMs, Finance/Legal and IBU Leadership to resolve escalations. Identifies and sells to Organisation executives the specific client that they are required to connect with. Prepares executive briefing documents, coaches on high level messages that resonate with account context. Identifies the right speakers/hosts including self if applicable (next proficiency) at the conferences with whom the client can connect/ address the audience. Incorporates internal feedback on the relationship review document to be presented, allocates roles to Organisation participants in the review and tracks action items to closure IN ORDER TO position Organisation as a trusted, easy partner to do business with, for which the client can increase its spend and be prepared to pay an acceptable price premium.

Account Operations : Signs off on SOWs/ Contracts and follows up with the client to sign off on the SOWS. Acts as the next level of escalation beyond the Commercial Manager for invoice disputes, payment release etc. Follows up with the client to release undisputed payments (AR). 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.

Account Mining : External: With client, identify the right contacts within the client organization. Secures meetings with the clients appropriately; sets appropriate agenda(client context, pain points, industry/competitive context, Organisation value proposition). Anchor meetings and close any opportunities generated.

Internal: Within Organisation/Partners ensures active participation from HBUs/partners concerned. Provides account context(including topics to avoid), allocates roles and responsibilities for ongoing client interactions. Reviews meeting material IN ORDER TO grow the account by positioning Organisation strategically and as an existing trusted partner.

Account Planning & Review : Develops the Account Plan in conjunction with the other stakeholders (Service line/HBU mix, revenues, profitability. Develops relationship map, market share analysis); communicates and executes as per the A/c plan; Conducts periodic review of the plan with higher Management in Organisation IN ORDER TO grow in the Account as per plan.

Contracting & MSA : Facilitates the discussion for the Commercial Manager; point-of-escalation if needed IN ORDER TO ensure quick closure of the contract with acceptable level of risk to Organisation

Proposal Negotiation & Closure : External: Set up and facilitate proposal-coaching sessions between client and pursuit team`s technical/domain experts, drive client consensus or at least neutralize opponents, articulate business value and drive pricing. IN ORDER TO articulate business value and win the deal at the right premium

Proposal Development : Internal: Form pursuit team across BUs/external partners if needed. Position 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. Drive consensus between BUs on pricing (including revenue transfer if required). Recommend and defend win-price at the appropriate levels (considering the size of the deal) of management/finance and procure all approvals.

External: Clarify client expectations (where possible, coach the client on what s/he can expect based on knowledge of the account and industry). Collect ground level intelligence on client drivers and competitor moves. Set expectations and ratify the solution with client IN ORDER TO demonstrate business value to the client and maintain Organisation` price premium.

Opportunity Identification & Qualification : Navigate the account to Identify varied kinds of deals in the account IN ORDER TO increase Organisation` revenue and HBU mix and improve market share

Customer Prospecting : Provide client introductions, customer context etc. To support the HBU G/EM`s efforts in his/her account IN ORDER TO open diverse service-lines (HBUs) in his/her account.

Market Development : Persuade clients to provide industry-wide references IN ORDER TO support revenue growth outside the account and increase ROI on events.

Applicants for employment must possess work authorization which does not require sponsorship by theemployer for a visa.