Account Director - Global Business Development - Shanghai
Key Responsibilities
- Assume overall responsibility for the client account and collaborate with the designated client service team for each practice (where applicable). This includes coordinating accounts where there may be either multiple services to be delivered, an ad-hoc support model across multiple jurisdictions or the need to reinforce relationship management through stronger governance.
- The AD will ensure the delivery of the contracted TMF offering through exceptional service relationship and robust governance engagement with the client. In close collaboration with the client service team, the AD will be is responsible for mapping the client contacts and setting out a communication plan for regular meetings.
- The AD will have a view on the contracted revenue for each client in their portfolio to enable decisions to be made on the account (i.e. when looking at growth, descoping, overall profitability, etc.).
- While the client service team (Client Service Director (CSD) and/or Client Service Manager (CSM)) will continue to be responsible for the delivery of all contracted services, the AD will be responsible for managing the relationship between the client service team and the client.
- As a result of the above a deeper and more detailed knowledge of the client needs is required. This will help identify future upsell opportunities of other TMF services. Any identified leads will need to be flagged to the sales organization for them to develop. This will be done either via a pre-designated seller or via the BFF (best foot forward) process - to help identify who would be best placed within the sales team for a successful outcome.
- The AD will be fully responsible for the contract renewal process, looking to obtain the best position for both the client and TMF. Careful attention will be needed to ensure that the latest developments in service offering, pricing, service construction and technology can be applied to the account. The AD will need to work and coordinate with other colleagues from sales, solutioning, pricing, contracting, Infosec, Operations and technology, and/or implementation/onboarding, depending on the scope of the renewal and changes to the intended services.
- The AD may also be required to work on renewals that are unrelated to their portfolio of clients. As the renewal period offers an opportunity to reset the existing model for a further period, the AD will investigate synergies and efficiencies to enhance the solution design for any customer. This could include bringing a legacy agreement up to the latest TMF standards, or perhaps moving multiple LSA contracts to a MSA basis. Depending on the nature of the renewal, this may be similar to a new sales process, requiring end to end contract management. In this case a designated AD may be required on the account to manage any new services, embedding other requested deliverables within an uplifted fixed fee, doing a thorough review on pricing, profitability and ultimately creating a new contract. With these additional tasks, the workload of the existing portfolio will need to be considered when looking at renewal activities on new accounts.
- There is a set of specific actions for any given client, depending on the different stages in the “lifecycle” journey. These range from a lower touch steady state to hyper-care and SteerCo activities, which are derived from recent onboarding, new tool or IT solution deployment, transitioning activities, RFIs, RFPs or when overseeing major service issues that are impactful to the relationship that require action.
Key Requirements
The requirements will vary depending on the specific duties that are required and as such, the AD role is best suited to someone who has a senior and experienced profile, is business savvy, flexible and able to adapt to the changing world of client relationship management, while understanding the client´s needs. Duties may include:
- Networking and managing client engagement to build a strong partnership model. This will be formalized through a Client Contact strategy and Communication matrix.
- Researching the client, understanding their business direction and strategy to enable a detailed understanding of their future direction and the opportunities for an expanded TMF relationship.
- Engaging in business discussions with clients on their business strategy and plans.
- Spotting opportunities for growth and engaging appropriate colleagues from various teams, including Global Sales to support in new transactions for growth.
- Acting as a steward for TMF in all interactions – prepared to assist existing teams and strive to be part of a solutions-based approach for any issues that are discovered during the AD’s duties.
- Acting with integrity to ensure the core values that we deliver to our clients are upheld.
- Cultivating and maintaining a collaborative environment internally by holding regular internal sessions with the existing client service team to maintain and maximise the client’s satisfaction with TMF services. This will enable our best foot forward (BFF) approach to prevail.
Leadership Characteristics
- Team player, builds strong networks, engages, and influences people. Agile and professional with the ability to pivot depending on TMF’s needs based on a fluid client environment.
- Passionate about business with detailed knowledge of:
- TMF’s services – also up to speed with latest added value reports.
- The international outsourcing services industry in which TMF operates.
- The latest developments of the market segments in which the AD portfolio operates.
- Strong communication skills both internally and externally.
- Acts with the clients’ and TMF´s interest at all times.
- Problem solving attitude, with the ability to work with others necessary to solve issues as they arise.
- Has service excellence close to their heart and proactively helps to remove roadblocks when necessary.
- Embraces and drives for change where beneficial to the client’s outcome or to the TMF delivery model.
- Proactively encourages and manages the development of their direct reporting lines, through a combination of research, training, and coaching.
Measuring Success and Compensation
In terms of compensation, the AD will be on a discretionary variation of the new global seller SIP. This will be based on their prior years On Target Earnings (OTE) to ensure parity with prior plans around ultimate earning capacity. As discussed, the AD will no longer be measured on ACV attainment, but instead will be measured on a basket of KPIs, related to the role. These will include:
- Commercial improvement of their client portfolio – including Revenue growth and / or profitability improvement.
- Renewal management – ensuring that we succeed in renewing any contracts coming to an end, and driving enhancements to the contract and service delivery model.
- Delivery of the contracted revenues across the client portfolio they own.
- Account stabilization – ensuring each client account is stable as a platform for growth.
- Client satisfaction improvement – measured through NPS scores.
- Client References, Case Studies, Referrals – acquiring a number of references and/or case studies from their clients, to support wider TMF development (for marketing purposes). Also gaining referrals from clients for new business opportunities for TMF.
- Exemplar of BFF – showing strong collaboration and team working with TMF colleagues across the business, measured through Culture Amp feedback from peers and colleagues.
Our global presence in more than 80 countries allows you to impact how global and diverse clients do business as well as give back to the global communities we operate in
Be part of One TMF
At TMF Group, it’s our people who make us who we are. Our company thrives on entrepreneurial spirit and is full of proactive people who combine enthusiasm with responsibility and accountability.
A world of opportunity
Regardless of where you are in your career, TMF Group opens a world of opportunity where you will be part of our team and is supported in your global career journey.
Applications close: 30 Sep 2022 China Standard Time
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