1+ months

Client Success Sr. Manager

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Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.


People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.


Sales Enablement professionals support sales on a dedicated basis, through deal origination, sales negotiations and closure, and/or driving and managing programs to improve sales performance, efficiencies and outcomes.


The Ecosystem & Client Services Sr Mgr set the strategy for our partnerships. They develop, enable, and execute Accenture's joint go-to market strategies with our clients and/ or Alliance partners. The primary focus is Accenture's sales 'channel' with third party relationships, assets and capabilities contributing to the growth of our underlying services business. Include both embedding third parties into our offerings and selectively choosing Alliance partners to help take our offerings to market


Job Description



As a Client Success Manager (CSM), you will advocate for clients through their acquisition, management and renewal of Ecosystem partner products and services. Your role is to assist clients to procure exactly what they need, promote adoption of new services, and effectively utilize what they purchased; ultimately promoting innovation and maximizing value from the products and services they purchase.


The Client Success Manager will support one or more clients through the lifecycle of their adoption of one or more ecosystem partners products or services including quoting, ordering, true-ups, renewal, utilization analysis and/or positioning related Accenture services. This includes the efforts to grow our existing clients and helping to secure new clients. Successful execution will also require strong management of the ecosystem partner relationship and collaboration with Accenture client teams.


As the Client Success Manager, your responsibilities will include:


Client Knowledge and Relationships


Being the prime contact for at one or more Clients related to their purchase of ecosystem partners products and services


Create/maintain high levels of customer satisfaction


Identify and escalate any client issue as appropriate


Work to gain knowledge about the client's business, program objectives and roadmap


Opportunity Origination - Identify opportunities for additional ecosystem sourcing and related services opportunities


Partner Knowledge and Relationships


May be focused on a single partner, or a segment of related partners


Partner Roadmap - Understand the Partners product roadmap and be able to share relevant innovation ideas with client stakeholders


Partner Programs Develop a deep understanding of the Partners resale channel programs, Accentures sourcing contracts, and related best practices.


Partner Relationships Maintain relationships with Partners channel program executives and account managers responsible for any clients you support


Ecosystem Sourcing Quote to Cash Processes


Working with Partners and owning the process to obtain the best available pricing and other commercial terms


Responsible for Client Orders though the quote to cash process


o Bill of Materials to Quote Work with Technical Architects and partners to finalize solution configuration required to develop the BOM


o Manage creation of Client Quotes from Partner (or Distributor) Quotes and establish appropriate pricing strategies for Quote


o Get client commitment for Purchase Orders


o Manage fulfillment of products and services


o Manage final invoicing activities required to get payment from clients


Client Advocacy and Innovation


Client Onboarding - Support onboarding activities for new clients with knowledge transfer, portal access, training, and project initiatives that will drive client adoption


Service Reviews - Managing and delivering Quarterly Service Reviews for assigned clients


o Utilization - Providing proactive support for clients to manage inventory, service levels, renewal dates, and other aspects of our clients contracts


o Adoption Providing proactive analysis of clients use of existing entitlements and recommend approaches to increase adoption of Ecosystem partner capabilities


o Innovation Interpreting ecosystem partner roadmaps and client requirements to recommend innovative ideas to help clients with adoption, utilization, and innovation.


Cloud and Subscription Management


Project managing the required Client and Partner agreements


Project managing new subscription requests from clients


Project managing the Renewal and True Up Processes




Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the worlds largest delivery network Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 469,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.


People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.


Sales Enablement professionals support sales on a dedicated basis, through deal origination, sales negotiations and closure, and/or driving and managing programs to improve sales performance, efficiencies and outcomes.


The Ecosystem & Client Services Sr Mgr set the strategy for our partnerships. They develop, enable, and execute Accenture's joint go-to market strategies with our clients and/ or Alliance partners. The primary focus is Accenture's sales 'channel' with third party relationships, assets and capabilities contributing to the growth of our underlying services business. Include both embedding third parties into our offerings and selectively choosing Alliance partners to help take our offerings to market


Job Description



As a Client Success Manager (CSM), you will advocate for clients through their acquisition, management and renewal of Ecosystem partner products and services. Your role is to assist clients to procure exactly what they need, promote adoption of new services, and effectively utilize what they purchased; ultimately promoting innovation and maximizing value from the products and services they purchase.


The Client Success Manager will support one or more clients through the lifecycle of their adoption of one or more ecosystem partners products or services including quoting, ordering, true-ups, renewal, utilization analysis and/or positioning related Accenture services. This includes the efforts to grow our existing clients and helping to secure new clients. Successful execution will also require strong management of the ecosystem partner relationship and collaboration with Accenture client teams.


As the Client Success Manager, your responsibilities will include:


Client Knowledge and Relationships


Being the prime contact for at one or more Clients related to their purchase of ecosystem partners products and services


Create/maintain high levels of customer satisfaction


Identify and escalate any client issue as appropriate


Work to gain knowledge about the client's business, program objectives and roadmap


Opportunity Origination - Identify opportunities for additional ecosystem sourcing and related services opportunities


Partner Knowledge and Relationships


May be focused on a single partner, or a segment of related partners


Partner Roadmap - Understand the Partners product roadmap and be able to share relevant innovation ideas with client stakeholders


Partner Programs Develop a deep understanding of the Partners resale channel programs, Accentures sourcing contracts, and related best practices.


Partner Relationships Maintain relationships with Partners channel program executives and account managers responsible for any clients you support


Ecosystem Sourcing Quote to Cash Processes


Working with Partners and owning the process to obtain the best available pricing and other commercial terms


Responsible for Client Orders though the quote to cash process


o Bill of Materials to Quote Work with Technical Architects and partners to finalize solution configuration required to develop the BOM


o Manage creation of Client Quotes from Partner (or Distributor) Quotes and establish appropriate pricing strategies for Quote


o Get client commitment for Purchase Orders


o Manage fulfillment of products and services


o Manage final invoicing activities required to get payment from clients


Client Advocacy and Innovation


Client Onboarding - Support onboarding activities for new clients with knowledge transfer, portal access, training, and project initiatives that will drive client adoption


Service Reviews - Managing and delivering Quarterly Service Reviews for assigned clients


o Utilization - Providing proactive support for clients to manage inventory, service levels, renewal dates, and other aspects of our clients contracts


o Adoption Providing proactive analysis of clients use of existing entitlements and recommend approaches to increase adoption of Ecosystem partner capabilities


o Innovation Interpreting ecosystem partner roadmaps and client requirements to recommend innovative ideas to help clients with adoption, utilization, and innovation.


Cloud and Subscription Management


Project managing the required Client and Partner agreements


Project managing new subscription requests from clients


Project managing the Renewal and True Up Processes


As an ideal candidate, you will also possess:


Basic Qualifications:





+ Strong customer-centric mindset and ability to build and maintain strong, collaborative and effective relationships internally and externally


+ Experience solving complex customers problems through analysis


+ Ability to interact and communicate at the Executive level


+ 2+ years experience developing strategy and tactics to meet business objectives


+ Acts independently to determine methods and procedures on new assignments.





Preferred:





+ BA/BS in relevant field/area


+ 2 4 years experience with key ecosystem partners administration, support, or configuration.


+ Proficient skills and deep understanding of key ecosystem partners products and resale programs; Product management experience a plus.


+ Knowledge of Cloud Computing, SaaS, and/or PaaS either through work at industry participants or consulting to the industry





Professional Skill Requirements


Proven success in contributing to a team-oriented environment.


Proven ability to work creatively and analytically in a problem-solving environment.


Excellent leadership, communication (written and oral) and interpersonal skill


Ability to meet travel requirements, when applicable


All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.





Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.





Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.





Equal Employment Opportunity


All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.





Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.



Posted: 2020-01-20 Expires: 2020-03-12

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