Account Delivery Executive

**Mission**: Delight our clients
- exceed their expectations; meet all aspects of our delivery and service agreements; drive growth and capability for our clients and within the organization; act at all times in alignment with the spirit of Wipro.

**Scope, accountabilities, and outcomes**:
Scope:
- Leadership of a large (metal or aspiring metal) client

$50M+ revenue per annum

700+ Client based team members- Including multiple service lines, ongoing programs/projects, and pipeline deals (renewals and/or new business)
- Delivered by cross functional, matrixed teams and partners

8+ direct or indirect reports

**͏**:
Accountabilities:

- Develop and nurture strong customer relationships to become a trusted advisor at key levels of their organization (CxO / CxO-1)
- Partner with GAE to anchor account touchpoints and QBR’s
- Elevate and continuously improve customer experience, measured via CSAT surveys and interviews, with structured close-the-loop plans, service improvement initiatives, and documented actions
- Track delivery escalation(s) and drive rapid resolution; support the root cause analysis fact finding, and ensure measures are implemented to prevent recurrence
- Ensure that our service delivery exceeds expectations
- Facilitate customer account planning that drives growth and innovation
- Ensure that all contracted deliverables are met in a timely and qualitative manner
- Provide delivery leadership for the account and enable delivery management/support to Delivery Managers from Service Lines
- Bring service lines together to provide a ‘one Wipro’ experience
- Support DMU creation, effort approval, invoicing and other operational activities
- Drive delivery-led-growth

**͏**:
- Identify account growth and expansion opportunities, position Wipro’s capabilities, work with customers to increase Wipro’s footprint through cross sell and upsell motions
- Support program governance to:

- Ensure ‘Bid to Did’ success
- bookings to revenue realization and adherence to sold margins
- Ensure an appropriate level of solution assurance from technical, financial and commercial perspectives
- Align accurate forecasting for Revenue, Cost, and Workforce
- Meet timelines and deliverables; Support the change request process
- Manage account requirements including audit and compliance
- Collaborate with Service Delivery and Practice leaders to engage and retain top talent

**͏**:
Outcomes:

- Key KPIs/Measures:

- Financial targets for Revenue, Cost/Margins, Cashflow
- Workforce planning, execution and KPIs: Rotations, NGSs, and correct levelling in alignment with resource plans
- Customer Satisfaction scores
- Employee engagement survey scores

**͏**:
Preferred Skills & Experience:

- Must-have skills include:

- Ability to lead teams via influence, as well as directly in a highly matrixed environment
- Research and analyse operational data, draw informed conclusion, drive decisions, implement solutions
- Negotiate constructive and innovative outcomes to difficult problems
- Engage and motivate teams, keeping focus on the customer and outcomes
- CXO and Board level presentation skills (preparation, delivery and follow through)
- Key traits:

- Bias towards action, ownership, and accountability
- Ambition to make a positive difference
- Breadth and depth of experience in areas such as:

- Customer success (delivery, financial management, sales growth)
- Program and project management
- Continuous improvement methodologies such as lean, design thinking, and scaled agile
- Other stuff:

- Willing to travel
- Business fluent in English
- Visible customer presence and engagement with peers and stakeholders
- Ability to deliver difficult news and persuade colleagues