Clients (CXOs, Business Leadership, IT Leadership and below, Procurement office, Client Audit & compliance), Alliance partners, other contractors (direct competitors, other companies managing PMO, independent contractors etc.)
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Practice Engagement Manager Senior Practice Engagement Manager
Obtain relevant references; provide HBU collateral / references / prospecting help to IBUs BDM / EM. Navigate account to identify varied kind of deals, be part of integrated pursuit team. Drive pursuit in case of single HBU driven proposal, create menu of pricing options considering HBU targets, anchor HBU's contribution in account plan, anchor operations like SOW signoff and resolve customer complaints (in collaboration with IBU EM). Recommend and ensure client participation in events and conferences of mutual benefit, mentor HBU account team WITH THE OBJECTIVE OF supporting IBU EM while considering HBU targets. Expanding HBU footprint (revenue share) in accounts as per plan, win more customers for the HBU within the given set of account(s).
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Practice Engagement Manager Senior Practice Engagement Manager
Areas of Responsibility
Sales Planning and Review
The Practice engagement Manager provides data points to the HBU GEM in order to help the HBU GEM create a realistic sales plan.
Market Development
The Practice Engagement Manager persuades clients to provide industry wide references; provides input on specific events / sponsorships to corporate marketing; participates in events and conferences in order to support revenue growth outside the account and increase ROI on events.
Customer Prospecting
The Practice Engagement Manager provides HBU collateral / references / prospecting help (especially on-site face-face meetings with the client) to IBU BDMs or IBU EMs (customers could be existing for Infosys (partnering with the IBU EM) or new ones (partnering with the IBU BDM) in order to win more customers for his HBU with the right profile (Global 1000 types, say) for his HBU.
Opportunity Identification and qualification
The Practice Engagement Manager navigates the account to identify varied kinds of deals in the account in order to increase HBU revenue share.
Proposal Development
The Practice engagement Manager will partner with IBU GEM and other HBUs (if cross-BU proposal), and be a part of the integrated pursuit team. S/He will create menu of pricing options (best and worst case) for HBU Leadership in case of multi-unit deal for IBU EMs suggested win-price. S/He will provide recommendations on go/no-go from HBU's perspective and get HBU approvals in order to support IBU EM while also considering the HBU's targets.
Proposal Negotiation and Closure
The Practice Engagement Manager will (in case of multiple BU pursuits) align with the IBU EM's direction. S/He will set up and facilitate proposal-coaching sessions between client and pursuit team's technical / domain experts. S/He will drive client consensus or at least neutralize opponents, articulate business value and drive pricing in order to articulate business value and win the deal at the right premium.
Contracting and MSA
The Practice engagement Manager provides HBU-specific inputs to the IBU EM and the Commercial Manager. S/He will be the point-of-escalation if needed, in order to ensure quick closure of the contract with an acceptable level of risk to Infosys.
Account Planning and Review
The Practice Engagement Manager anchors HBU's contribution in the Account plan, communicates and executes as per plan. S/He conducts periodic review of plan with higher Management in order to grow in the Account as per plan.
Account Mining
The Practice Engagement Manager prepares for client meeting as per IBU EM's guidelines, participates actively in client meetings; works with IBU EMs to close any opportunities generated in order to expand HBU footprint in account as per plan. S/He works with HBU Delivery closely, provides account context and techno-functional review of the meeting material.
Account Operations
The Practice Engagement Manager signs off on SOWs / Contracts and follows up with the client to sign SOWs (all for the HBU) and upload into OMS; resolves any disputed amounts invoiced; follows up with clients (at succeeding levels if necessary) for release of payments. S/He identifies the right list of clients for CSAT and follows up with client if necessary for CSAT and ELF; in order to minimize revenue leakage for services delivered and enhance client satisfaction.
Relationship Management
The Practice Engagement Manager handles customer complaints about project executions across HBU., identifies and recommends to the client (in agreement with IBU EM/GEM) the right HBU executives - starting with Segment Heads - with whom the client can connect; sets up meetings and sets the right expectations. S/He recommends public engagements / conferences / Infosys events that the client and the HBU can jointly benefit from. S/He gets the clients to participate in events and conferences of mutual benefit; sets up periodic reviews with important HBU customer stakeholders per pre-agreed format. S/He sets expectations with individual HBU clients (who can be influenced) before the account relationship review document is presented formally by the IBU GEM / EM, and tracks to closure of HBU action items - all in conjunction with the IBU- EM/GEM. S/He collaborates with the Delivery management within the HBU, HBU GEMs to provide the right information to IBU GEM/EM, including support information that the latter may need to provide Finance / Legal to resolve escalations. Identifies and sells to HBU GEMs the specific client they should connect with, prepares executive briefing documents, coaches on high level messages that resonate with account context. S/He identifies the right speakers / hosts (including self if applicable- next proficiency) at the conferences with whom the client can connect / address the audience. S/He anchors HBU portion of the account relationship review document to be presented in the review and tracks HBU action items to closure in order to position Infosys as a trusted, easy partner to do business with for which the client can increase its spend and be prepared to pay an acceptable price premium.
People Management
The Practice Engagement Manager mentors HBU account team, works closely with Delivery Managers / Heads to provide development feedback for senior delivery team members of the account management team, coach direct reports in order to improve CSAT, ESAT and de-risk the engagement.
Organization Initiatives
The Practice Engagement Manager leverages account context to present these favorably to the customer (CSAT Actionizing) in order to get added learning and growth opportunities and additionally contribute to the organization.
Knowledge, Skills required for the role
Knowledge: Knowledge of outsourcing business, cost & revenue drivers for an IT organization, Business case creation, Financial ratios and analysis (IRR, NPV, ROCE etc.), Statistical analysis (regression, correlation, mean, median, mode, frequency distributions).
Skills: Maturity and creativity during a pursuit, to ensure that the HBU's needs are met in the long term along with those of Infosys, effective and structured communication skills (consultative skills when combined with wit).
Performance Measures
Sales Planning and Review
18 month Revenue, Profitability; Service Line (i.e. HBU) Mix as % of total account revenue.
Market Development
Number of references provided.
Customer Prospecting
Number of NAOs for the HBU.
Opportunity Identification and Qualification
Number of requests for proposals for Large deals (> USD 5M) - could be sole sourced or not.
Proposal Development
Average Infosys PAT across the proposals submitted; average HBU PAT across the proposals submitted.
Proposal Negotiation and Closure
Dollar proposals won; Number (and $) of proposals won / Number (and $) of total proposals submitted.
Contracting and MSA
Contract / SOW risk rating below XX (as per the grading exercise being carried out in CMS).
Account Planning and Review
HBU Revenue; HBU margin; number of large deals; number of new buying centers.
Account Mining
Number of new buying centers; $ from new buying centers; number of new service lines and $ from new service lines.
Account Operations
DSO days; CSAT Score; ELF score.
Relationship Management
Number of client escalations to next (GEM) level; number of CXO meetings; CSAT; ELF scores.
People Management
ESAT, CSAT.
Organization Initiatives
Success of the initiatives.
Additional Criteria for Higher Proficiency:
Minimum Experience: 14 years for BE or Liberal Arts graduate or 12 years for MBA graduate.
Knowledge: Span multiple industry/domains regarding the service line.
Tasks: Assist BDMs with pursuits of prospects across different sectors; Mentor EM, proficiency Level 1.
