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Client Engagement Manager

2 months ago

Pune, India Iris Software Inc. Full time

Responsibilities:

  • Overall account and engagement management responsibility for one or more Financial Services Global Capability Centres (GCC)/ Global Inhouse Centres (GIC)/ Captive Organizations (CO)
  • Establish and develop trusted partner relationships with executive and senior technology and operations stakeholders in the client organization (i.e. typically at the C, C-1 & C-2 levels)
  • Own and drive account strategy and planning
  • Drive business growth by identifying, developing and solutioning for new business opportunities aligned with Iris’ capabilities and service offerings in the IT App Dev space
  • Ensure client success and successful realization of engagement outcomes through delivery of services and associated value-based differentiation
  • Leads the client account portfolios to meet the defined quantitative (Financial and non-Financial) and qualitative KPIs, while ensuring predictable and no-noise service delivery in adherence to agreed compliance standards
  • Anchor pre-sales and solutioning for the account, in partnership with delivery, technology and domain practices
  • Develop big picture understanding of the client’s business and platform/ technology context and associated roadmaps to foster engagement and co-creation of delivery and techno-functional solutions
  • Qualify new business opportunities and partner with the fulfillment functions to ensure timely staffing and setup of projects
  • Facilitate osmosis of experiences from the industry to shape platform/ application roadmaps and proactive capability development for the account
  • Partner with marketing, inside sales and domain/ technology practices to drive go-to-market and to provide differentiated solutions and capabilities in core and emerging areas
  • Partner with enabling functions to ensure contractual, commercial and other execution related compliance requirements are met in time
  • People Management responsibilities for a direct span of people at the lead/ manager/ senior manager levels



Must Have Skills & Experience:

  • 14-18 years of experience in the IT services industry in account or engagement management
  • 5+ years of experience in managing engagements with large, geographically distributed teams delivering Application Development and Maintenance projects
  • 3+ years of experience in the financial services domain
  • Past experience working with Financial Services GCCs/ GICs/ Captive Organizations for clients based in US, UK or Australia
  • Prior experience of establishing and developing relationships at exec and senior client stakeholders (C/C-1/C-2 levels)
  • Consultative solutions oriented selling experience with the ability to structure outsourced IT deals for delivery of IT solutions
  • Strong contractual & commercial acumen; prior experience working on sales and pre-sales with IT services firms
  • Self-directed towards agreed KPIs/ goals combining creativity & individual ownership
  • Very strong business communication, presentation, facilitation and negotiation skills
  • Ability to troubleshoot and manage escalated service delivery issues and conflicts

Ability to challenge status quo and drive continuous improvement journeys