Description
Job Role:
The Services Engagement Manager is a critical role in assuring the profitable growth of Client Services that are correctly aligned with customer needs. The SEM is a primary resource to Client sales teams in defining services strategies (eg, new; upsell; renewals) for positioning services offers with the customer. In addition, the SEM assists sales in converting opportunities into qualified Services proposals, matching the selection and price of service elements to customer value.
Operations Scope:
Focuses on the entire services portfolio performance for the assigned customer/franchise, including sales funnel prospects and proposals, projects being executed, and services being performed on a subscription basis.Actions impact the quality, efficiency and effectiveness of sales business growth, service delivery execution, and customer requirements fulfillment.Scope is both holistic and program-or project-oriented.
Skills Required :
- Ability to be a trusted advisor -- to influence/inspire confidence and build deep and enduring relationships with Client Sales & COEs/Practices.
- Ability to position Value realized from adopting and driving increased utilization of Client services; propose recommendations to Sales agents and leaders and COEs/practices. Ability to present Client Offer Portfolio value to Customer executives.
- Ability to evaluate the health of the assigned services portfolio and profitability grow the services business.
- Possess core skills in: problem solving, negotiating, business writing, interpersonal relationship management, effective presentation, and active listening.
- Hands-on experience in services portfolio management, services delivery, and business requirements development.
- Ability to understand customer strategies, business challenges, and desired business outcomes and align Client services performance to achieve customer success.
- Strong knowledge and understanding of the entire Services Portfolio offerings.
- Ability to understand and execute on Client business initiatives and customer priorities to drive CSAT and Client business growth.
- Financial Acumen - Understand customer and Client finance and P&L process and standards.
Education and Experience:
- Demonstrated experience in direct customer facing engagements positioning the value realized in Client Services adoption and utilization.
- Proven experience in effectively managing customer operational challenges and executive escalations.
- Requires an undergraduate degree (or equivalent). MS or MBA is preferred.
- 2 - 3 years in services product management or financial management.
- 5 - 7 years of experience in customer centric roles, within delivery, IT, pre-sales.