The primary objective of the Senior Client Manager is to grow the revenue of Platform / Manage Service.
Take ownership of clients
They take ownership of a range of larger and more strategic clients within the domestic, mid-market or international market segments, by passionately advocating the client requirement, whilst keeping sight of the need to increase revenue and improve margins for Dimension Data. Ideally, Senior Client Managers are vertically structured and their portfolio of accounts are in one or adjacent verticals.
Develop account strategy
These employees use their engagement skills to establish their account strategy with key stakeholders (focus of power, focus of receptivity, focus of dissatisfaction) in the specific account. They build enduring relationships and display an understanding of the client industry, business environment and strategy to identify current and future opportunities for Dimension Data.
Ensure client satisfaction
They drive passionately for client satisfaction throughout the entire lifecycle of the clients’ buying process, by taking ownership for the commercial agreement for each client. They aim to realise revenue and margin targets and exploit opportunities, whilst displaying notable client service orientation.
Generate demand from clients
They are able to generate demand by assisting clients to identify current needs (turning clients’ implied needs into explicit needs), and then effectively articulate how Dimension Data can add value through our services and solutions. They leverage their relationship skills and knowledge of the client environment to assist and influence the client at every stage of the buying criteria, and to position Dimension Data favourably compared to competitors. They have the ability to influence and work closely with vendors, partners and internal employees to achieve the required results.
Develop and grow profitability
The Senior Client Manager approaches the management of his/her account in a systematic way by identifying the strategy they will use to develop and grow the account profitably.
They do a vulnerability analysis of Dimension Data’s position in comparison to that of competitors and vendors, to ensure the client’s requirement is at the heart of our proposed solution. They understand the competitive environment and can effectively pursue and select specific deals that will have a profitable result for Dimension Data, by displaying knowledge of how the client’s opportunities aligns with Dimension Data’s strengths, the urgency drivers for the client and the client’s current relationship with Dimension Data.
Effective use of sales tools and methodologies
They use Dimension Data’s sales tools (e.g. Salesforce.com) and methodology to effectively manage their accounts, opportunities, pipelines and forecast.
Senior Client Managers enable the development and implementation of integrated corporate governance and compliance frameworks in area of functional specialisation. They assess, surface and mitigate buyer centric risks that could prove detrimental to the buyer’s credibility or could derail an initiative altogether.
Ensure financial compliance
These individuals positively influence and enable financial control, governance and compliance throughout area of specialisation to prevent and reduce financial costs. Senior Client Managers drive cost, pricing and profitability effectiveness to create and sustain stakeholder value creation in area of specialisation. They aim to realise revenue and margin targets and to maximise sales opportunities through connecting client needs with Dimension Data offerings and solutions. They are responsible for identifying who in Dimension Data holds holistic ICT budget authority and actively pursue opportunities to obtain access to the budget.