Account Executive (General Manager)

Job description / Role

Our global Technology client is currently searching for an Account Executive for their Global Account Management, Infrastructure Technology Outsourcing services division.

• This is the General Manager of the account
• Provides accountability and authority for:
- Client relationship
- End-to-end service excellence
- Portfolio management
- Client satisfaction
- Contract performance
- Account business planning and strategy
- Financial performance
- Growth and innovation

• Acts as a single point of contact within customer organization for troubleshooting and resolving all issues arising from sales or delivery-related account activities
• Understands what it takes to manage a business and uses these insights to gain better understanding of a client's needs and to position the value of our client offers
• Ensures that upper management is informed of business performance responsively and as required to support business planning & decision-making (e.g., pipeline progress, forecast-to-close success, progress on major deals, etc.)
• Aligns client expectations, client resources, and account activities to ensure smooth execution of strategic account plans
• Anticipates, mitigates, and manages financial, operational and reputation risk and the client
• Manages contractual SLA renegotiations to protect our client business interests while at the same time maintaining customer satisfaction
• Outlines the overall workforce and labor strategy to meet client and business objectives
• Oversees and administers the contract; works with the client to amend and approve as necessary

Service Excellence

• Accountable for end-to-end service excellence and ensuring all contractual commitments are met
• Responsible for developing and executing relationship related "go-to-green" plans to ensure Service Excellence targets are achieved
• Advocates, practices and enforces service excellence as the basis for all delivery activities (e.g. conformance to ITIL practices)
• Drives the analysis and escalation where essential to resolve any delivery issue threatening the business health of the client or their relationship with our client (e.g. escalates service restoration issues to the highest executive levels required)
• Develops and communicates workforce / talent demand to run existing business and meet projected account growth
• Manages client communications and expectations around issues and provides final resolution for issues not resolved by delivery
• Articulates and leverages Enterprise Services' delivery model in support of utilizing best in class, most effective delivery solutions and locations

Client Focus & Relationship Building

• Leads, coordinates and manages the long-term, consultative, C-suite client relationship to become the client's trusted advisor
• Builds and executes the overall client relationship plan
• Responsible for executive-level communications with the client regarding expectations and performance
• Understands and effectively communicates corporate vision, varied lines of business, and associated value propositions
• Uses valid performance measures to ensure analysis results that the client can understand and buy into
• Capitalizes on trusted advisor status and leverages consultative presence in the account to influence client business and investment planning and actively influence client's IT- related business transformation strategy
• Develops & maintains understanding of the client's organization - reporting structure, key decision-makers, where they sit, and criteria for successfully engaging
• Ensures alignment between business strategies/capabilities and the customer's objectives
• Develops and maps the governance structure of client's organization to ensure accurate understanding of how investment strategy decisions are made, the process involved, and leverage points
• Leverages additional and increasingly more strategic opportunities with senior level decision-makers, and advances account presence to one of long-term partnering

• Communicates vision & strategic roadmap to all levels of the client's management -- up to and including senior executives & directors
• Actively fosters business alliance networks with key decision makers in the customer's organization
• Builds relationships with clients based on personal, social and business interactions characterized by familiarity and confidence; Builds and nurtures personal relationships at all levels of the customer's business
• Creates and expands relationships with alliance partners in the interest of developing business and offering increasingly robust value propositions
• Represents the full spectrum of value to the client and serves as the client advocate inside our clients business
• Manages business units and partners to maximize value to the client

Customer Satisfaction

• Demonstrates a client-focused work manner and ensures this permeates throughout the account team
• Establishes a culture dedicated to client service, aligning employee incentive programs with client satisfaction results
• Includes quality at the heart of the service delivery model
• Engages the client early and establishes suitable joint governance
• Uses standard tools (service excellence dashboard) to monitor and track customer satisfaction
• Achieves 'promising' or 'top-box' ratings from the client across all areas of the dashboard: Reference ability, renewability, value, competitive advantage and overall quality
• Demonstrates innovation and thought leadership
• Ensures best practices learnt from across the businesses are utilized with the client
• Attains client loyalty through service excellence

Account Strategy and Planning

• Creates, communicates and executes an ongoing account business plan (ABP) that connects client strategies via the Business Value Framework
• Identifies and prioritizes growth opportunities based on client needs and strengths
• Maintains a profound understanding of the business and technical contexts in which key accounts are situated, and uses his knowledge to build consultative effectiveness and establish trust
• Understands the client's definition of thought leadership and innovation and incorporates into the Account Business Plan
• Actively monitors client business strategy, market performance and competitive health to identify value creation opportunities and advance these at the executive level

• Understands the industry and market segment in which key accounts are situated, and the role of IT within this segment
• Maintains solid understanding of competitive solutions associated with the industry vertical and integrates this knowledge into consultative practices
• Keeps abreast of market dynamics associated with an account - market maturity, social or technological shifts, general segment health, etc
• Develops and maintains a Business Value Framework to understand the client's agenda and identify ways to enhance the client's business performance by applying solutions
• Drives productivity, innovation, quality and other corporate initiatives to maximize the overall health of the account and value to the client
• Collaborates with technical specialists to communicate technical trends or innovations directly relevant to client's IT planning and investment decisions
• Integrates business directions and marketing initiatives into account planning in a way that accommodates both our client and the client interests
• Works with account team members and internal resources to validate account plan assumptions and proposed strategies
• Drives transformational changes needed to achieve the account objectives

Leadership

• Leads all employees who, either directly or indirectly, provide services to the client
• Motivates employees to achieve the account vision, goals and culture needed to meet client expectations
• Personally develops employee performance to ensure individual and group excellence
• Works with leveraged organizations on personnel changes ensuring any staffing changes maximize the overall health of the account and the client relationship
• Provides leveraged organizations and individuals performance feedback on achievement of account/client objectives and significantly contributes to decisions on performance evaluations and rewards
• Develops and coaches the team and individuals to improve results, advises individuals on career planning & development
• Builds group cohesion and individual commitment to business goals and personal excellence
• Conducts salary planning and determines promotion readiness
• Sets an example of desired behaviors and implements consequences for inappropriate behaviour
• Communicates with employees in various forums ensuring two-way dialogue
• Leverages best practices through innovative on-the-job learning opportunities & techniques

Account Growth and Innovation

• Actively scans for value-add opportunities
• Incorporates C-level perspective, including specific value-add IT/business propositions into solution planning & sales activities

• Demonstrates a high level of motivation and entrepreneurial ability in supporting the pursuit and closing of deals
• Finds and exploits potential sales opportunities; shapes and optimizes strategies collaboratively
• Leverages existing contracts and account presence to expand our clients wallet share in an account by vigorously identifying, pursuing and closing additional opportunities
• Prioritizes opportunities and allocates resources based on sound selection criteria
• Use Customer-Driven Sales Methodology (e.g., roles, responsibilities, planning/engagement requirements) to drive or coordinate account activities with others
• Supports strategies and activities that effectively and efficiently target efforts and resources to closable wins
• Applies partner and internal resources effectively and efficiently to advance opportunities
• Exhibits consistent professionalism in all customer interactions and sales activities in a way that promotes trust in the integrity, the credibility of its solutions, and exceptional customer relations
• Exhibits resourcefulness and systematic planning when identifying and assessing opportunities for further pursuit
• Determines an opportunity's potential by using valid qualification methods and criteria
• Ensures accurate understanding of the customer's needs, concerns, requirements, etc., to determine appropriate next steps for advancing an opportunity
• Adapts messages/builds value propositions as needed to gain buy-in from multiple stakeholders in the customer's organization
• Continuously scans outsourced IT operations and performance data for unrealized pull- through opportunities that improve margin (e.g.: server, storage, network, management software, etc.)
• Expands the range of services to the client, increasing the depth and breadth of service offerings and penetration of the client's total spend
• Skillfully incorporates go-to-market strategies into activities (e.g., re-prioritization, lead generation, up-selling opportunities, customer education, resourcing)
• Maintains up-to-date knowledge of the features, advantages and benefits of those products, services & solutions appropriate to role & responsibilities
• Uses thought leadership and expertise of industry, portfolio, and competitive factors to design, sell and deliver timely, innovative, highly leveraged, competitive value solutions
• Identifies and communicates client demand signals for portfolio and service offerings and capabilities to the organization

Financial Management

• Achieves and exceeds profitable growth, financial, and performance targets to improve client satisfaction, share of the client's addressable spend and long-term growth opportunities
• Manages P&L to meet or exceed corporate targets, with emphasis on revenue and growth
• Accurately tracks and reports account financials (monthly/quarterly) - forecasts & actual
• Conducts forecasting and variance reporting consistent with corporate guidelines; works with service delivery to develop forecasts that include aggressive growth objectives as included in the Account Business Plan
• Ensures all new business improves the overall financial health of the account
• Responsible for contract-related capital plan requirements
• Responsible for timely and accurate invoicing to the client, including dispute resolution and collection

Requirements

Education and Experience Required:

Demonstrate understanding of business management principles and management.

Critical Competencies to Drive Business Results:

Strategy Operationalization & Implementation

Establishes and drives the operationalization and execution of business vision, strategy and direction

Cost and Budget Management

Establishes, tracks and enforces spending parameters to protect business assets, and ensure their effective engagement

Workforce Planning

Actively monitors, identifies and addresses sales & resource capability gaps within area-of- control

Engagement Resourcing & Optimization

Applies understanding of opportunity requirements to resource, manage & optimize engagements efficiently and cost-effectively

BU Business Context

Understands the market segments sold into, the business challenges addressed by Services Business Unit (SBU) solutions, and strategy for market penetration

Executive Business Relationship building

Builds executive business-oriented relationships at the highest levels in pursuit of alliances that will advance or protect corporate interests

BU Solutions

Understands BU solutions in area-of-responsibility- what they consist of, product roadmaps, key technology concepts, and the competitive landscape in which they are sold

Solution Interfaces

Understands how services in area-of-responsibility fit within or interface with the sales of other solutions with other Global/General Business Unit (GBU)s, or partner strategies

Change Management

Develops methods for supporting innovation and change across the organization

Global Projection

Represents pour client across geographical boundaries with the cultural sensitivity and business maturity appropriate to corporate access and level of responsibility involved

About the Company

Triage International was born from a very selective group of individuals from the Talent Management & Executive Search industry looking for one common goal, to be the best in what we do. Triage International is set up to cover all areas of Technology, Engineering, Manufacturing, Insurance, Finance, Shipping, and Retail related Industries.

In a business where quality attracts quality and results can be all that matter, Triage International becomes your partner of choice and your external ambassador, striving to give you a personalised solution in tune with your goals and ambitions.