Description
Client Relationship Executive, IT Outsourcing (ITO)
Company Overview
ACS is a Fortune 500 company, achieving over $6.5 Billion in annual revenues and was founded in 1988. ACS (NYSE:ACS) is a premier provider of diversified business process and information technology (IT) outsourcing solutions to commercial and government clients worldwide. With over 55,000 employees in over 100 countries, ACS is headquartered in Dallas , Texas .
Position Summary
The Client Relationship Executive, ITO reports to the Vice President Sales, ITO and is responsible for growing and maintaining relationships between ACS and its largest and most-strategic IT Outsourcing Clients. The incumbent will organize, lead and execute balanced sales growth within a finite set of existing ACS Strategic Business Unit Accounts. They will be focused on profitable business growth while maintaining and improving customer satisfaction and have a long-term multi-year perspective on account management.
Duties and Responsibilities
The Client Relationship Executive, ITO will be responsible for pursuit of sales within existing enterprise ITO client account(s). This role will encompass:
- Grow and maintain relationships with ACS’s largest ITO clients
- Identify opportunities for new business. Sell a broad range of services within client accounts.
- Engage product marketing and solutions expertise to refine service offerings for specific market segments
- Cross-sell and collaborate on multi-tower opportunities
- Recommend and initiate enhancements to the sales and marketing operation. Establish goals, analyze growth and provide accurate, complete, and timely submission of required progress reports, forecast, quotations, budgets, and rates
- Demonstrates advanced knowledge of IT Sales and relationship management processes. Candidate will maintain detailed knowledge of ACS services, solutions and offerings certainly within ITO but also basic understanding of ACS BPO solutions and will help guide the client in major application and business decisions.
Characteristics
- Consultative seller who develops deep relationships and adds value to the client’s business over the long-term
- Team player who can partner with delivery organizations for added value
- Aggressive seller who is able to forge relationships with CIO’s and IT VPs as well as key line of business contacts
Education and Experience
- 8-15 years of proven experience with large scale IT sales & account management
- Global outsourcing solution sales experience to include but not limited to: Applications & Software Solutions, Information Systems/Data Center Outsourcing, Disaster Recovery, End-User Computing, Help Desk/Desktop Management Services, Enterprise Solution Management, Systems Integration Services, Network Management, Security Services, Storage Solutions, Technology Review, Assessment and Planning, Transition Services, Hardware/Software Procurement, Mainframes, Midranges, Client/Server, Imaging, Scanning, Training, Managed hosting
- Skilled in account strategy, account planning, relationship strategy
- Possesses deep industry expertise in the target client’s industry or related industries
- Experience working closely with service delivery counterparts
- Proven track record of significantly growing existing accounts
- Proven track record of attaining and exceeding quota
- Previous experience calling on ACS ITO clients is a plus
- Strong communication and presentation skills required
- Ability to dig deep into a small set of accounts to uncover new opportunities
Client Relationship Executive Role and Additional Responsibilities
The Client Relationship Executive (CRE) is a critical part of the key account management process within ACS. The CRE augments the Strategic Business Unit (SBU) delivery organization in understanding the business needs and direction of our ITO clients and ensuring the ACS organization is aligned with those needs. The CRE’s primary responsibilities are:
¨ Strengthening and deepening ACS’s relationship with clients
¨ Leading new business projects and proposals
¨ Managing the account’s Innovation Plan
¨ Delivering ACS thought leadership to the client where appropriate
¨ Supporting overall Client Satisfaction
¨ Supporting the escalation of critical client issues
The CRE is expected to be a critical part of the ACS on-site team at the client. CRE’s are selected for their industry experience, deep understanding of large account management in the IT industry, and broad understanding of technology topics and their application to client business initiatives.
The CRE is responsible for supporting new business projects and proposals requested by the client outside of the contractually defined scope. Coordination with the SBU is critical to the success of these new projects, and delivery personnel are deeply involved in creating and approving any new projects. The CRE will strive to develop solutions which meet the client’s needs and where appropriate bring in ACS resources outside of the assigned delivery team to solve client’s business problems. This ensures the full breadth of ACS is brought to bear on our client’s most critical projects and initiatives.
The CRE is also responsible for managing the Innovation Plan and associated actions inside an account. Innovation is a critical part of ACS delivery excellence and multiple parts of ACS will be involved in delivering innovation to our clients; including the Office of the CTO, the SBU team, the Global Service Delivery organization and our senior executives. On behalf of any specific client however, we have tasked the CRE with drafting the Innovation Plan and ensuring the collective ACS is accountable to the actions contained in the plan.
The CRE will have a long-term (multi-year) perspective on account and relationship management. Lastly, the CRE can serve as an additional escalation point outside of service delivery should the client feel disputes are not being resolved efficiently.
