Senior Manager - Client Services - MFG - V

Role Information

Role: Senior Engagement Manager

Designation: Senior Manager / Senior Manager – Client Services

Career Stream: Global Markets

Career Sub Stream: Client Services

Reports to: Group Senior Manager - Client Services

Billable Role: N

Supervises: Associate Business Development Manager / Associate Senior Manager – Client Services / Associate Sales Manager

Billable Utilization: NA

Financial Size (Revenue/Budget/Span): ~ $80M per year across small, medium and large accounts.

Incumbency: Multiple

Team Size & Dispersion (Direct & Indirect reports, Single/ Multiple locations): Number of Direct reports: 1 AEM and 1 EM. Likely to expand in future.

Location (Onsite/Offshore): Frankfurt, Germany

Operating Network (Internal): Group Senior Manager - Client Services, Associate Senior Manager - Client Services, Business Development Associate, All HBUs, IBU delivery, Finance, Legal, HR, CCD, IS, UPAMs, GEMs, DHs, IBU Heads, and NBD team.

Operating Network (External): Clients (CXOs, Business Leadership, IT Leadership and below, Procurement office, Client Audit & compliance), Alliance partners, and other contractors (direct competitors, other companies managing PMO, independent contractors etc.).

Educational Qualification & Experience Requirements

Minimum years of experience required:

• Engineering Graduate: 11 years
• CA / Tier MBA: 9 years
• Non Engineering Graduate: 11 years

For Higher Proficiency: 10 years

Minimum years (advanced):

• Engineering Graduate: 14 years
• CA / Tier MBA: 12 years
• Non Engineering Graduate: 14 years

Areas of Responsibility

Market Development and Prospecting

The Senior Manager – Client Services analyses the current accounts and target prospects to identify the right set of buyers, their buying patterns and helps tailor offerings, solutions for specific industry segments and accounts. They are responsible for reaching out to identified target buyers through multiple levers such as cold‑calling, partnerships, events.

Opportunity Identification and Qualification

The Senior Manager – Client Services will navigate the account to identify varied kinds of deals in the account in order to increase Infosys' revenue and market share.

Proposal Development, Negotiation and Closure

The Senior Manager – Client Services will form a pursuit team across Infosys internal units or external partners if needed. They position client‑facing teams with the client, explain client context, coach the pursuit team, suggest win price and drive this among various BUs based on competitive intelligence, future potential, and positioning with client. They set up and facilitate proposal‑coaching sessions between the client and the pursuit team's technical/domain experts and drive the proposal to closure.

Contracting and MSA

The Senior Manager – Client Services facilitates discussion between client and Infosys teams involved in contracting (Legal, Data Privacy…) and acts as the point‑of‑escalation if needed to ensure quick closure of the contract with an acceptable level of risk to Infosys.

Account Planning and Review

The Senior Manager – Client Services develops the account plan in conjunction with other stakeholders (service line/HBU mix, revenues, profitability). They develop relationship map and market share analysis, communicate and execute as per the account plan, and conduct periodic review of the plan with higher management in Infosys in order to grow the account as per plan.

Account Mining

The Senior Manager – Client Services identifies the right contacts within the client organization, secures meetings with the clients appropriately, sets an appropriate agenda (client context, pain points, industry / competitive context, Infosys value proposition). They anchor meetings and close any opportunities generated and review meeting material in order to grow the account by positioning Infosys strategically and as an existing trusted partner.

Account Operations

The Senior Manager – Client Services signs off on SOWs / contracts and follows up with the client to sign off on the SOWs. They are responsible for collections of AR.

Relationship Management

The Senior Manager – Client Services handles customer complaints about project executions across IBU delivery and HBUs, negotiates on MSAs and SOWs (which the Commercial Senior Manager leads). They identify and recommend the right Infosys executives (starting with Segment Heads) with whom the client can connect, set up meetings and set the right expectations, and set up periodic reviews with important customer stakeholders as per the pre‑agreed format.

Knowledge, Skills, and Competencies

Knowledge: outsourcing business, cost & revenue drivers for an IT organization, business case creation, financial ratios and analyses (IRR, NPV, ROCE…), statistical analyses (regression, correlation, mean, median, mode, frequency distributions), and knowledge of legal & contracting issues.

Skills: effective and structured communication skills (consultative skills) combined with business case creation knowledge, conflict resolution / consensus building skills within Infosys and with partners/clients, problem solving skills, negotiation skills, commercial acumen, identification of the political landscape, leadership skills, presentation skills and relationship‑building skills.

Performance Measures

• Revenue growth
• Revenue from new relationships
• Number of large deals closed
• Customer satisfaction index