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 %
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