Junior Client Relationship Manager

Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services.

Capgemini Business Services department is one of the first and the biggest outsourcing centers in Poland providing services in 30 different languages in the areas of: finance, accounting, banking, procurement, customer care and marketing services. Business Services employs over 3800 specialists in its offices located in Krakow and Katowice.

Position purpose

HRO is a Capgemini Business Services unit, dedicated to support Capgemini entities worldwide in HR activities. HRO scope includes, above all, Talent Acquisition, Learning and Development, HR Administration, Compensation and Benefits, Payroll, International Assignments.

HRO Assistant Engagement Manager will support HRO Global Engagement Manager in managing internal Client engagement activities within assigned cluster (i.e. Europe), across HRO services. He/she will act as PoC for assigned internal Clients, stakeholders and third parties as well as escalation point for both Clients and HRO service delivery teams.

Assistant Manager will respond to RFPs, RFCs and RFIs and will lead account development activities for assigned cluster. He/she will also support Client projects, change management and service transformations from Client engagement perspective.

Main accountabilities

• Client intimacy and experience
• Quality and strength of relationship with assigned Stakeholders
• Readiness of assigned Clients to increase collaboration with HRO
• Growth within assigned portfolio of Clients
• Satisfaction of assigned stakeholders

Candidate’s profile

Client management

• Builds trust, intimacy and relationship with assigned stakeholders
• Acts as PoC for assigned clients
• Acts as liaison between Client and delivery (i.e. link between demand and supply)
• Acts as escalation point for both Client and service delivery teams in case of escalations, complaints, disputes, difficult queries
• Leads difficult discussions with assigned Clients
• Drives change management activities involving assigned clients
• Participates in Service Reviews and business meetings with assigned Clients as and when required

Business development and account management

• Identifies sales potential/opportunities within assigned portfolio
• Creates proposals for Clients
• Leads sales opportunities within assigned portfolio, involves and coordinates with external teams if required (i.e. commercial, solution, transformation, delivery etc)
• Follows account plan for assigned portfolio, provides input for account plan update if required
• Acts as reviewer and approver of solutions/action plans/commercial models/pricings to be proposed to His/Her Clients
• Is responsible for bookings for assigned client portfolio
• Tracks profitability across accounts.
• Escalates to Global Engagement Manager and Regional Manager in case of risks and issues concerning respective clients (i.e. account profitability, major escalations, challenges)

Customer insight

• Acts as the „Voice of Customer”
• Works closely with delivery/solution/commercial teams to ensure that Client perspective is well understood and expectations are addressed

Escalation management

• Acts as escalation point for both Clients and delivery teams
• Is informed about Client-related issues across levels and takes Client related action if needed
• Is informed about status and progress of activity of other Client service teams

Project management

• Leads change management and transformation projects from Client engagement perspective
• Coordinates with the Client throughout whole duration of projects
• Involves required teams (i.e. transformation, service delivery) and coordinates actions to ensure expected results

Requirements

• 6-7 years of experience, including experience in international environment and in client-facing roles
• Experience in roles including elements of client management, account management and/or business development
• Business acumen
• Commercial acumen – ability to calculate prices for service offerings and track profitability of assigned accounts
• Experience in working with internal Clients desirable
• Service delivery and/or transformation experience desirable
• Project coordination skills – ability to effectively involve, coordinate and collaborate with project and service teams in order to achieve required results
• Ability to understand Client needs and translate them into solutions and actions required for service delivery teams
• Ability to prepare service proposals for the Clients
• Ability to drive discussions and negotiations with Clients and HRO teams to agree optimal win-win solutions