Description

Customer Relationship Manager

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked on the Fortune 500 and is consistently listed among the most admired companies in the world.

In Asia Pacific (APAC), Cognizant has strong presence in key growth markets like Australia, Singapore, India, Japan, China, Hong Kong, UAE, Saudi, etc. It has grown rapidly in these regions and is now poised for exponential growth. We are now growing our Sales execs with trail blazing track record of growth to fuel this growth story.

If you want to be part of this growth story, seize the moment and join us in APAC!

Overview

Client Relationship Managers (CRMs) are key contributors to grow business and manage customers of Cognizant. They support the Client Partners and act as business owners for assigned accounts, managing the day -to-day activities and P&L of these accounts. They proactively identify new and expansion opportunities on accounts and plan for and close the extension of existing agreements. The CRM works with delivery teams to maximize renewal business, optimizing the resource mix and navigating scope changes to ensure client expectations are met. They work towards establishing a positive client experience through delivery excellence. This role is a highly visible and challenging opportunity and requires high amount of commitment, business acumen, insurance industry domain experience, leadership qualities and motivated attitude to perform well.

Key Responsibilities:

Business

• Accountable for managing, retaining and developing Insurance accounts/portfolio and driving profitable growth

• Drives new business across multiple account assignment

• Actively participates in account reviews and provides educated and relevant perspectives from a sales, delivery, or client POV

• Develops revenue and margin forecasts for assigned accounts

• Tracks assigned account financials and metrics to ensure accurate forecasts and P&L roll-up to Client Partner

• Applies appropriate sales tools, processes, and methods to ensure consistent, effective execution of tasks (e.g., Cognizant Way to Sell (CWTS), Client Value Framework (CVF), Client Messaging Framework (CMF), MSI Governance Model, Program Rescue)

Expertise

• Exercises industry-relevant thought leadership about business solutions with clients

• Provides the insights and methods essential for analyzing client challenges

• Furnishes the consultative guidance needed to help clients recognize business challenges and set priorities

• Maintains knowledge of Cognizant's breadth of solutions, with a specific focus on those relevant to the client's industry domain

Relationships

• Establishes and manages trusted advisor relationships with key client stakeholders and decision makers based on Cognizant's results-oriented delivery and industry domain expertise

• Builds consultative thought leadership and client partnering beyond the CIO level

• Leverages positive client relationships and engagement success to advance renewals, new business, and digital transformation opportunities

• Acts as an always-accessible point of contact for proactively handling critical client delivery issues

• Collaborates with CPs, SLSs, SLSMs, and delivery leadership to assess account planning in light of the client's evolving business direction

Sales

• Builds and executes sales plans and solution proposals in collaboration with service line specialists, under Client Partner review and approval, and in alignment with the broader client strategy and account plan

• Orchestrates service line technical and delivery expertise in mapping client challenges to Cognizant offers, and in crafting and positioning winning solutions

• Orients delivery teams to opportunities, engages them early in the sales cycle, and actively works to build better client understanding among team members

• Develops creative responses to RFPs / RFIs and directs other Cognizant resources as needed to address client challenges

• Leverages the technical insights and solution selling capabilities of Service Line Specialists (SLSs) and organizes the technical input and approvals needed to drive RFPs and proactive bids

• Provides solid value proposition to client to stop RFPs and single source the deal

• Drives "organic adjacencies" and backlog growth (existing projects, current project renewals/extensions, rate revisions)

• Actively scans for unmet needs or service expansion opportunities as a key component of strategic partnering with clients (prospects, qualifies, negotiates, and closes new business opportunities)

Leadership

• Actively participates in selecting and leading account team members as warranted by opportunity size or Client Partner request

• Provides coaching and mentoring to others and communicates best practices as required

• Monitors service delivery and works effectively with delivery teams to maintain delivery quality, cost efficiency, and success leveraging

Required Capabilities/Skills/Years of Experience:

• 12+ years of services industry experience in a client-facing consultative or engagement-management role

• 7+ years of business development and consultative account expansion, working with both technical and non-technical audiences (preferred)

• Seasoned business development professional with excellent track record in managing, retaining and developing businesses

• Strong knowledge of ASEAN market across technology and business segments within the Insurance sector

• Strong connects to the senior business and technology leadership in the Insurance accounts in ASEAN

• Experience managing large client P&L, including account reporting and metric assessment

• Solid understanding of and experience in account- and industry-relevant solutions for Insurance clients

• Experience working within Insurance industry, and familiarity with associated business challenges

• Knowledge of leading Insurance IT Products in the market and ability to build partnership ecosystem with vendors and Insurtech will be an added advantage.

• Experience working on onsite / offshore model

• Experience working with teams in a matrixed organization to meet deadlines without sacrificing service quality

• Proven experience in new business development and leading / managing business activities in a dynamic environment

• Deep understanding of, and experience in, delivery of digital services / solutions

Preferred Capabilities/Skills/Years of Experience:

• Bachelor's degree in technology or equivalent experience