Vertical Account Manager

Role Description and Responsibilities

· Primary relationship holder and knowledge expert for large enterprise client(s); accountable to grow revenue and profitability at each client account

·Experience with Consumer and CPG clients

· Consistently expands broader and deeper relationships at the client account

· Understands client problems and strategies/initiatives at a detailed level

· Develops, refines and administers client account plan in collaboration with Vertical leaders, Solutions practitioners and architects, and Client delivery managers

· Aligns with Marketing to provide account-based marketing targeting

· Responsible for generating new Black Box solution opportunities (ideas) at the client account through deep client knowledge and leveraging Solutions development/sales programs

· Focus on cross-selling across Black Box solution portfolio to grow wallet share

· Works closely with solution selling team to support the development of and close-win of opportunities

· Supports contractual and client administration at the direction of relevant functional management

· Supports margin improvement initiatives with Delivery Managers/PMs

· Supports order management, procurement, client invoicing, collections and financial planning and analysis functions

· Jointly accountable with Delivery management to maintain customer satisfaction; track and report CSAT / NPS

Job Specifications & Requirements

· Minimum 8 years of experience in client-facing roles or account leadership within IT solutions or management consulting

· Skilled in overseeing and expanding client P&L, with a strong background in CRM programs and account planning

· Deep expertise in the vertical industry is essential

· Proficient in selling across various service lines

· Outstanding communication skills, capable of effectively engaging with stakeholders across all levels, both within the company and in client organizations

· Exceptionally detail-oriented, with the ability to manage and coordinate all aspects of complex projects

· Proven experience with global service delivery models, adept at managing cross-regional operations

· Bachelor’s or Master’s degree preferred

Key Metrics

· Qualified contacts created

· Account plan completion measures

· Number of opportunities created and average opportunity size

· Conversion Rate % to Formal Proposal

· Qualified Win Rate %

· Order Book Value

· Gross Margin % As Sold

· Revenue

· Gross Profit

· CSAT/NPS scores

· DSO