The Market Segment Account Centric Client Executive (CE) is responsible for delivering exceptional client service (ECS) to EY clients by understanding client issues and challenges, leveraging the organization’s capabilities to address these and driving new business opportunities to grow revenue and to deepen customer relationship management (CRM). Focusing on multiple Core accounts within a Market Segment this role will drive global accounts strategy, rigorous account planning and relationship development across the client(s) organization. Key Responsibilities include: Facilitating global Total Engagement Revenue (TER) results as well as personal sales and pipeline targets. Spending approximately 80% of his/her time leading by example by being externally focused and engaging with the client and delivering exceptional client experience. Acting as a proxy for the Global Client Relationship. Collaborate both internally and externally with the client(s).
Essential Functions of the Job:
Inspires others through action in the market, being connected, responsive and insightful. Coaches account personnel to facilitate improved account performance by instilling ECS principles, behaviors and practices. Leverages support resources (i.e., Marketing resources, Knowledge resources, Global Industry Sectors, Sector Analysts, Global Commercial Functions) appropriately by providing regular input and feedback. Identify, resolve or escalate issues.
Drives revenue, sales and relationships on multiple Core account(s). Develop and drive account planning and the global account strategy through regular account planning performance discussions. Advise the Global Coordinating Service Partner (GCSP) and the account teams to achieve the goals for Global Total Engagement Revenue (TER), global margin and global sales/pipeline. Develop and achieve personal sales goal. Provide advice and co-develop the global account strategy with the GCSP and the account teams by utilizing the account management framework (AMF). Drive a winning culture of continuous improvement within the assigned account(s) through regular account performance discussions. Serve as a strategic advisor to the GCSP and the global account teams on pipeline execution, deal review, pricing and negotiation strategies. In many instances, will act as a proxy for the GCSP where appropriate with the client and internally. Execute in the field with engagement teams to support them on their most important pursuits and client relationships. Facilitate client sessions - for example client facilitated sessions, Collaboration introductions and exploration workshops, Growing Beyond Borders sessions, wavespace sessions etc. Lead discussions and actively participate in the services BD network to share leading practices and Exceptional Client Service (ECS) principles. Build and maintain all key collaboration relationships. Stay ahead of EY partner investments and bring relevant collaborations to the field of play leaders and clients for inclusion in the strategy.
Develop and execute the account plans to develop critical business relationships across the account. Drive ECS in every external and internal encounter which includes: a) Being connected to your client’s business agenda and leveraging the global EY network to connect EY clients to the right people. b) Being responsive to EY client’s needs and seeking and providing continuous feedback through Clients Insights Program. c) Being insightful through proactively sharing relevant metrics, trends and strategies to address and reach client needs. Challenge the strength of critical business relationships in each field of play, and assist the GCSP and the account teams in the development of relevant, wide-reaching and leverage able client relationships worldwide. Develop and implement the plan for Expectations of Service Quality (ESQ) and participate in interviews for key buying influencers to ensure we are delivering ECS. Review the Assessment of Service Quality (ASQ) results and develop and implement a plan that addresses issues and identifies potential opportunities for the services. Serve as contact member of the core teams for customer concerns if/when they arise; identify appropriate resolution to achieve client satisfaction and retention.
Act as a strategic advisor to the GCSP and account teams on global pipeline execution, revenue plan deal review and negotiation strategies. Identify opportunities and client challenges and bring the appropriate EY resources and insights to the client to resolve challenges. Adopt a particular focus on transformative opportunities with the client, through the development of EY Tier 1 & 2 collaborators, digital activation and managed service provision. Leverage and drive strategic pursuits tools, which include EY sales tools, processes and methodologies. Instill strategic commercial/pricing methodology to help optimize account margin. Participate in deal review process as required. Negotiate and implement global strategic framework agreements supported by global rate cards. Identify field of play (FOP) expansion relevant to the account and EY services.
Knowledge and Skills Requirements:
What working at EY offers
As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better. Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
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