The Senior Sales Lead / Account Manager provides leadership in the management and profitable growth of nominated NGA accounts (Global and Local countries) as well as key strategic accounts. They will have overall accountability for running all aspects of the client account ensuring that all internal parties are engaged in the delivery of the required services achieving superior levels of customer satisfaction, profitability and revenue growth for NGA.
Ensure delivery of operational excellence on key global accounts and strategic new accounts:-
Has overall responsibility for the successful running of nominated accounts ensuring that all internal resources are engaged and aligned to deliver a service exceeding customer expectations
Fosters constructive partnerships with key internal contacts across NGA to ensure that the required expertise and resources are available to fulfill client expectations
Has final decision making responsibility on all P&L and commercial aspects of the account, demonstrating profitability for NGA and value for the client
People and process management
Manage the internal relationships required to deliver our service obligations
Ensure key NGA and client contacts are aware of responsibilities and service obligations
Ensure that clear lines of accountability & responsibility are agreed, communicated and adhered
Provide leadership for, manage and mentor the career development of delivery managers assigned to the account – conduct performance reviews, etc.
Actively seek opportunities for the growth and development of core and professional competencies for entire NGA team working on the account
Manage key internal NGA processes – financial, legal, HR
Drive profitability of contracts/accounts
Full responsibility for the P&L of the account
Continuously improve the margin of account
Communicate cost and value benefits to customer e.g. benchmarking
Manage/monitor variations that have cost impact
Ensure timely invoicing and accurate/full recoveries
Actively work with delivery teams to reduce costs and expenditure
Constantly review delivery model for service efficiency
Work with delivery management for demand planning in the event of significant changes to contract
Manage commercial and finance risk
Apply and provide commercial and finance risk management strategies to customer accounts and processes
Develop cost and pricing models for new and renewal contracts with commercial, legal, and delivery teams.
Participate in compliance and quarterly audits
Oversee rigorous governance and SAS compliance where appropriate
Implement any corporate (financial, accounting) pricing policy
Conduct financial reporting
Monitor and grow customer satisfaction
Coordinate all levels of customer satisfaction: develop and implement customer surveys; conduct strategic customer satisfaction interviews
Develop and deliver regular reports on performance to clients internally (senior executives)
Management and representation of customer interests internally
Take accountability for Service Level Agreements with the customers and in conjunction with the Service Delivery Managers, the Operational Level Agreements
Co-develop SLA’s and OLA’s annually or at contract review
Manage contract scope and any variations
Review outcomes of monthly operational reviews with Service delivery organizations.
Take accountability for all customer issues to satisfactory resolution
Act as 1st point of contact for client and follow up on any client issues
Continuous Improvement
Develop and implement continuous improvement program to enhance service delivery to accounts
Drive profitable growth within customer portfolio
Develop Key Account Development Plans (KADP)
Develop thought leadership plan
Position NGA as leaders in innovation
Generate pipeline of new opportunities
Continually review and identify cross-selling opportunities
Act as conduit to all service lines in NGA
Sponsor alliances/partner briefings with the client
Research industry and technology trends and promote alternatives to customers
Develop new product/service lines to expand NGA offerings.
Coordinate all sales activity across NGA
Act as SME for bids and business development opportunities
Maintain corporate repositories of all account decisions, actions and communications
Source thought leadership in HR and outsourcing
Develop creative and innovative service offerings and solutions
Plan and manage for contract renewal
Manage and optimise the contract renewal process
Manage sales and approval processes – salesforce.com, presales, PAB’s.
Understand all of NGA service portfolio to maximize value in contract negotiations
Inspire and lead the NGA team
Champion NGA vision, values and key messages internally
Work closely with other Account Managers, program execs, delivery managers and consultants to share learning and knowledge
Ensure growth of team competence, service delivery and effectiveness
Develop an Industry Point of View (PoV)
Maintain an up to date knowledge of customer information relating to business issues, strategic drivers and industry trends in order to add value to customer communications and relationships
Attend (or present at) seminars and presentations to enhance industry knowledge, outsourcing innovations, networking, service offerings, thought leadership etc.
Develop NGA offerings e.g. publications and presentations (marketing), develop strategies for market awareness
Publish NGA Quarterly Account Review for client “C” executives
Desired Skills & Experience
Technical Skills:
A sound understanding of the major NGA service offerings
Knowledge of SAP and development process
An appreciation of evolving HR technologies and industry trends
A good understanding of financial management principles and structuring of commercial terms of large and multinational accounts
Possess an understanding of good governance
Personal Skills:
Excellent verbal and written communication skills
People management skills
Display leadership qualities
Ability to make decisions and be assertive
Ability to deal with conflict and develop relationships
Ability to cope with stress.
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Email: jobs@aarenconsultants.in
