Purpose:The Client Engagement Manager is responsible for the planning, coordination, and the execution of strategies, resourcing, and delivery of our client's Strategic Sourcing and Procurement strategic and operational programs. By collaborating with client stakeholders, this role will ensure all services are delivered according to schedule and exceptional service is provided throughout the engagement whilst maintaining the accounts P&L.
As a crucial member of the Client Engagement Management team, you will engage with all levels of client stakeholders to identify key areas of opportunity and lead resources, including global sourcing teams, on-site and off-site delivery teams, to swift and measurable results for the client. You will be hands-on to develop required solutions and providing guidance, expertise and coaching when required.
You will be accountable for delivering Chain IQ's full suite of services, including developing and implementing new Strategic Sourcing and Operational Procurement processes, governance and spend management controls, preparing appropriate levels of operational reporting, as well as, quality measurement reporting through KPI's and meeting defined SLA's.
Key Attributes:- Be responsible for Chain IQ's delivery to the Client(s) ensuring Chain IQ meets or exceeds its contractual obligations and stakeholder expectations playing a "hands on" role as needed
- Work collaboratively to ensure Chain IQ leverages learnings and experience across Chain IQ's client portfolio to drive maximum value for both Clients and Chain IQ (e.g. opportunities for consortia buying, best practice sharing, market knowledge) respecting at all times Client confidentiality
- Drive transition, transformation and continuous improvement leveraging Chain IQ support functions where appropriate
- Keep detailed documentation of client interactions to assist in escalations, ensure dependencies and obligations are being met and there is a clear process of obtaining metrics necessary for KPI reporting
- Train and inform staff on process changes as agreed with the Client
- Be proactive in delivering value-add solutions to Clients, lead Client engagement meetings and Quarterly Business Reviews to ensure Chain IQ are delivering against key metrics of success
- Work with sourcing teams to ensure accounts achieve savings targets
- Strengthen the relationships with client business partners to increase spend coverage
- Support overall revenue targets for the region through supporting Transformation Services team in the Americas region
- Drive strategic growth through revenue expansion from existing accounts on a yearly basis
- For each account ensure Client Development Plans are accurate and complete
- For each account ensure stakeholder mappings are complete and actions are occurring to deepen relationships with the client.
- Assure accurate documentation and pipeline reporting out of Salesforce for all expansion opportunities
- Drive account profitability by holistically assessing the growth potential of the account and the respective internal delivery model of the existing client portfolio
- Be a positive role model and help implement change and the company strategy in all aspects of our delivery
Requirements:- A minimum of 5+ years of proven track record of success in account management or service delivery within the professional services industry.
- Candidates with 8+ years of experience with a combination of account management and strategic procurement will be considered at a higher seniority
- Experience building proposals and pricing sheets for services for enterprises
- Expertise in facilitating change management during transformative programs spanning multiple business areas
- Proven experience in delivering results in complex matrix environment
- Possess the ability to influence and drive change in complex environment and often without direct authority
- Gravitas to operate at the most senior levels of both the Client and Chain IQ
- Commercial focus with high degree of Client centricity
- Be a team player with the ability to work under pressure and high flexibility
- Strong communication, presentation and people leadership skills
- Leadership of professional sourcing, operational procurement, and nearshore and offshore remote staff
- Advance Microsoft PowerPoint and Excel skills required
