The Client Manager has account responsibility and their key focus is around analysing the client’s situation and business requirements
through awareness, empathy and good questioning. They have the ability to influence clients to use Dimension Data’s solutions through articulating value in the client’s terms.
Take ownership of clients
They take ownership of a range of accounts 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, 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 cycle, and to position Dimension Data favourably compared to competitors. They have the ability to influence and work closely with vendors, partners and internal employees such as Project Managers and Service Delivery Mangers to achieve the required results.
Develop and grow profitability
The Client Manager approaches the management of his/her account in a systematic way by identifying and defining 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.
Client Managers develop and/or align governance and compliance policies in own practice area to identify and manage risk exposure
liability. 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 monitor and control financial governance and compliance throughout an area of specialisation in order to manage financial cost. Client Managers identify who in Dimension Data holds budget authority and actively pursue opportunities to obtain access to the budget. They aim to realise revenue and margin targets and to maximise sales opportunities through connecting client needs with Dimension Data offerings and solutions.
As corporate citizens, Client Managers can work effectively in teams and manage their assigned work processes. They contribute ideas to the improvement of internal processes and continuously improve their own competence levels by displaying a learning orientation.