About this role
Role description:
• Responsible for continuity, renewal, and profitability of the assigned account(s) in a vertical, with a strong focus on delivery governance and operational efficiency. • Act as the single point of accountability for client delivery outcomes – managing delivery across horizontals through coordination with PMs and delivery ops. • Work in collaboration with Sales team (Vertical AM/BDM/Sol. Arch.) to drive client satisfaction and enable delivery-led growth through account-specific SLA achievement. • Coordinate and act as conduit for overall delivery – stitching together an account view by working together with PM’s, Account manager and Practitioner sales. Key responsibilities:
• Drive delivery execution and delivery excellence in adherence to SLAs. • Primary owner for account delivery & mgmt. of all projects under the assigned account: account level SLAs, reviews, resource planning, CSAT & budget. • Partner with WMG to manage capacity planning and secure timely staffing; collaborate with Horizontal PMs to ensure aligned delivery execution. • Ensure adherence to technical documentation required by client for project. • Tracking and monitoring project specific KPIs and reporting the same in prescribed format to develop an account-level tracking; sharing inputs with AM as well. • Tracking resource cost forecasts on existing projects; prepare and share weekly/monthly reports to Delivery director for tracking of key cost metrics. • Drive operational metrics for project & provide inputs to AM/Business Development Manager for account-level planning. • Support AM and Solution Architect in identification of margin improvement initiatives (including automation); drive implementation/ operationalization. • Drive customer satisfaction by being primary relationship holder with key client stakeholders for delivery of all projects. • Serve as the primary contact for clients, managing stakeholder relationships & ensuring satisfaction throughout the delivery lifecycle. Drive CSAT improvement actions based on delivery feedback. • Lead governance activities for project & support in account-level governance. • Collaborate in creation of project specific delivery plan along with Project managers and drive periodic reviews with the client. • Drive and coordinate account governance activities (incl. QBRs, MBRs), validate invoice and follow-up on collections. • Participate in client pursuit and support account growth. • Contribute delivery insights to pursuit and renewal discussions to ensure alignment of commitments with delivery capabilities. Identify opportunities for extension within the account- delivery trends, capability gaps, or upsell/cross-sell opportunities; provide input on new account leads. Key Interfaces:
• Interacts with Account Managers, PM's and Delivery Ops for tracking of operational and financial metrics for the projects. • Share inputs with AM on any additional resource requirements to deliver current project. • SoW e.g. address underperformance, scope miss or performance issue. • Coordinate with AM/BDM, Practitioner Sales, Solution Architect for project kick-off. • Coordinate with WMG for capacity planning and fulfillment of resource requisitions. Key Metrics:
• KPIs • Gross Margin % • Invoiced Revenue • Client satisfaction (CSAT score) • Cost overruns - Negative margin accounts (#, Revenue, Gross Margin) Key Result Areas (KRAs)
• Delivery Quality scores (SLA compliance, COQ, COPQ) • % On-time delivery • % Variance in GM forecast vs actual • Account Expansion % #LI-VB1