Client Account Management – Manager, USI GPS CMG:
We are seeking a dynamic and proactive professional with exceptional organizational and program management skills who excels in strategic thinking and collaboration. As a Client Account Manager (CAM), you will engage with senior leaders to empower account teams, enhance client relationships, and foster growth within the US Firm. With a client-centric approach, you will align with Deloitte’s strategic business priorities, expand our service offerings, and develop and implement Green Dot account strategies to resolve client issues. Additionally, you will be expected to provide valuable insights and best practices to client accounts and drive operational efficiencies. This role is crucial in maintaining a client-facing focus for our service leaders and professionals, optimizing internal support, and enhancing overall efficiencies to elevate the Deloitte client experience.
The Team:
The US India (USI) Government and Public Services CAM team is composed of over 50 professionals, with a strong blend of industry knowledge and specialized skill sets. This expertise enables them to lead as CAMs and effectively collaborate with colleagues in both the US and India on a variety of account management tasks to support our US-based clients. The ideal candidate will be self-driven, skilled in leading large teams, and adept at managing internal operations concurrently. This role requires exceptional leadership capabilities, advanced research and analytical skills, proficiency in account marketing, and excellent written and verbal communication skills.
Work You Will Do:
The professional will play a crucial role in partnering with internal account leadership to devise and execute client engagement strategies. They will lead a cross-functional, and potentially global, team to provide a unified and outstanding client experience while managing risk and quality according to organizational standards. Additionally, this role involves collaborating with US CAM leadership and the US GPS Client and Market Growth (CMG) group to ensure uniformity and high standards across different regions. They will also contribute insights and suggestions to innovate and boost the value that CAMs bring to account teams.
Additionally, the professional will be expected to foster a highly cohesive and engaged team in the India location. They will guide team members towards achieving strategic business priorities and provide continuous feedback and recommendations to enhance team performance and development. As a CAM, you will collaborate closely with account leaders and other internal stakeholders to deliver the firm's premier capabilities, strengthen client relationships, and broaden our service footprint.
Key Responsibilities:
CAM Portfolio Management
- As a USI CAM portfolio Lead, oversee a team to deliver CAM value with greater consistency, quality, and standards to all accounts represented in the portfolio.
- Partner with the US Portfolio Leader to create and implement a plan to serve core account activities in a proactive and predictable manner for accounts. Collaborate to deploy the right resources to complete tasks based on level, capabilities, and availability
- Understand the competencies, skills, and strengths of Portfolio Team resources to best inform resource allocation decisions
- Monitor resource workload status, providing corrective measures, guidance and training to deliver services per SLA; revise resources/tools (e.g., SOPs, trainings) to drive greater quality of service
- Provide consistent opportunities for USI portfolio team members to better understand sector and account priorities, learn the breadth of the portfolio service catalog, and obtain broad exposure to different accounts and account leaders within the portfolio
- Bring portfolio resources together and facilitate collaboration and sharing of leading practices and developing the community of practice
- Partner with sector and account leadership to implement business priorities that address client issues and provide operational efficiencies to the accounts served.
Account Management and Operations:
· On your assigned account, Oversee all aspects of account initiatives from start to finish, supporting the account’s strategy and growth. This includes metrics reporting, client relationship management, compliance activities, access management, opportunity pipeline management, account communications, competitive and market intelligence, oversight of teaming partners, talent-related activities, and internal account operations.
Strategy Development and Leadership Collaboration:
- On assigned account collaborate with the account leadership team, including the Lead Client Service Partner, Lead Business Partner(s), Client Relationship Executive, and US Client Account Manager, to develop and execute account strategies.
- Assist in crafting account overview decks, annual updates to account plans and strategies, and the distribution of marketing and eminence materials.
Project Execution and Stakeholder Management:
- Collaborate with subject matter experts to own and drive execution of projects and initiatives.
- Manage relationships with a diverse group of stakeholders, including team members, clients, and external partners. This requires balancing multiple priorities to meet various expectations and project deadlines.
Knowledge Sharing and Best Practices:
- Actively share knowledge and lessons learned from various accounts to enhance support efficiency and establish leading practices.
- Work in close coordination with CAM leadership to develop strategic approaches and contribute to various organizational and channel initiatives.
Team Development and Mentoring:
- Act as a coach and mentor to team members, guiding them on various critical aspects such as project management, client account management, teaming, and other professional skills. This role involves providing both formal and informal training sessions, offering feedback on performance, and sharing insights and experiences that can help team members enhance their capabilities.
- Proactively assess the capabilities of team members to identify any gaps in skills that could potentially hinder project success or professional growth.
Performance Management:
- Effectively manage the performance of aligned team members by conducting regular check-ins. Offer timely and constructive feedback to team members, which is crucial for their professional development.
- Regularly seek feedback from stakeholders to evaluate performance and inform snapshots, including account teams and US Portfolio Leader, as appropriate; keep US Portfolio Leader, CAM industry leaders and coaches informed; participate in Talent Reviews, as requested. Help manage low performance, where appropriate
- Identify development needs of USI portfolio resources and onboarding needs of new resources
Firm/Team Initiatives:
· Contribute to CAM Team and/or firm initiatives with the objective of making processes and overall talent experience more efficient, effective, and aligned with organizational goals to foster a culture of continuous improvement and innovation.
Illustrative list of additional responsibilities for Assigned Account or Portfolio:
- Collaborate closely with account pursuit teams to deliver top-tier support for ongoing pursuits. Assist in the creation and management of project team collaboration sites; develop comprehensive proposal materials including assignment matrices, compliance matrices, calendar schedules, and proposal templates.
- Create and manage opportunities within a CRM tool. Monitor, report, and generate associated analytics for opportunities, including their status, on a weekly basis; maintain a current and accurate pipeline.
- Provide client insights, develop templates, streamline processes, standardize deliverables, and curate research using both internal and external tools. Conduct industry and company research to analyze and present findings in a professional format.
- Regularly collect and distribute industry-specific news. Demonstrate deep industry and account knowledge through work outputs and interactions with internal clients.
- Prepare and manage leadership performance metrics; provide analysis of metrics against goals and across portfolio of leaders.
- Track the independence review process for new and existing business relationships.
- Collaborate closely with the US CAM and the USI GPS Leadership team to formulate and implement the group's strategic priorities.
- Responsible for ensuring the quality of deliverables executed by the USI team members.
- Responsible for recruiting, engaging, and motivating team members.
- Provide timely, detailed, and insightful feedback on team members' performance.
- Identify and address the development and training needs of team members in USI, map their career paths, and elicit the best possible performance from each professional.
- Manage the performance evaluation of team members and recognize their achievements with timely rewards.
- Ensure compliance with team and firm best practices by adhering to established templates and guidelines.
Required skills and personal attributes:
- Excellent verbal and written communication skills; ability to tailor writing style based on the audience.
- Demonstrate executive presence with an ability to facilitate communications and interactions with leadership.
- Strong account, client, and project management skills with proven experience in providing counsel to senior executives.
- Highly proficient in Microsoft Office Suite – skilled in performing data analytics using MS Excel and visualizing concepts using PowerPoint. Good understanding of SharePoint and MS Teams platforms.
- Knowledge of pursuit management and secondary research.
- Conflict resolution and negotiation skills. Ability to manage up and build strong stakeholder relationships.
- Strong understanding of client service, marketing, and sales/pre-sales in a professional services firm.
- Exceptional storyboarding skills. Ability to present information in a logical flow following the Minto Pyramid Principle.
- Attention to detail with a proactive client service attitude.
- Management of small-sized teams, including evaluating performance, delivering timely and effective feedback, and providing career coaching.
- Ability to adapt and work in a fast-paced environment.
Preferred skills and knowledge:
- Understanding of conducting business with the U.S. Government and Public Sector industry, including knowledge of the U.S. government contracting process.
- Ability to think strategically and conceptualize operational plans to implement account-specific strategies such as strategic campaigns, client relationship strategies/call plans, core account operation processes, and approaches.
- Knowledge of the Salesforce CRM tool.
- Knowledge of data visualization tools such as PowerBI, Tableau is a plus.
- Ability to perform data analysis in graphical and tabular formats and present findings in a logical flow.
Required Qualification and Experience:
- Work experience: More than 10 years of experience preferred in account/program/project and team management.
- Academic qualification: Full time MBA or equivalent degree preferred.
Location:
· Hyderabad
Work timings:
· 2:00 pm – 11:00 pm IST.
How you will grow
At Deloitte, we have invested a great deal to create a rich environment in which our professionals can grow. We want all our people to develop in their own way, playing to their own strengths as they hone their leadership skills. And, as a part of our efforts, we provide our professionals with a variety of learning and networking opportunities—including exposure to leaders, sponsors, coaches, and challenging assignments—to help accelerate their careers along the way. No two people learn in exactly the same way. So, we provide a range of resources, including live classrooms, team-based learning, and eLearning. Deloitte University (DU): The Leadership Center in India, our state-of-the-art, world-class learning center in the Hyderabad office, is an extension of the DU in Westlake, Texas, and represents a tangible symbol of our commitment to our people’s growth and development. Explore DU: The Leadership Center in India.
Benefits
At Deloitte, we know that great people make a great organization. We value our people and offer employees a broad range of benefits. Learn more about what working at Deloitte can mean for you.
Deloitte’s culture
Our positive and supportive culture encourages our people to do their best work every day. We celebrate individuals by recognizing their uniqueness and offering them the flexibility to make daily choices that can help them to be healthy, centered, confident, and aware. We offer well-being programs and are continuously looking for new ways to maintain a culture that is inclusive, invites authenticity, leverages our diversity, and where our people excel and lead healthy, happy lives. Learn more about Life at Deloitte.
Corporate citizenship
Deloitte is led by a purpose: to make an impact that matters. This purpose defines who we are and extends to relationships with our clients, our people, and our communities. We believe that business has the power to inspire and transform. We focus on education, giving, skill-based volunteerism, and leadership to help drive positive social impact in our communities. Learn more about Deloitte’s impact on the world.
Disclaimer: Please note that this description is subject to change basis business/engagement requirements and at the discretion of the management