Client Relationship Manager - Retail

About the Role

We are seeking a seasoned Client Relationship Manager (CRM) to join our retail team. In this role, you support the Client Partner and act as a business owner for an assigned account(s), leading the day-to-day activities and having accountability for the client P&L. You work with delivery teams to enhance backlog, optimizing the resource mix and navigating scope changes to ensure client expectations are met. You are evaluated based on are margin, revenue, and client satisfaction and retention.

Work model:

We believe hybrid work is the way forward as we strive to provide flexibility wherever possible. Based on this role’s business requirements, this is a hybrid position requiring 3 days a week at the client site in Deerfield, Illinois. Regardless of your working arrangement, we are here to support a healthy work-life balance though our various wellbeing programs.

The working arrangements for this role are accurate as of the date of posting. This may change based on the project you’re engaged in, as well as business and client requirements. Rest assured; we will always be clear about role expectations.

In this role, you will:

• Balance business development and sales responsibilities and be responsible for managing high quality delivery while developing strategies and tactics for further penetrating the account and cross-selling Cognizant’s emerging services.
• Drive profitable growth of the account relationship. through identifying and overseeing the closure of new, renewal, and expansion opportunities.
• Understand the customer’s specific business needs and apply service/ process knowledge to meet those needs, additionally, to identify critical initiatives that help the client’s business to achieve their goals.
• Grow the client relationship by identifying new business opportunities.
• Build and maintain relationships across various levels in the client organization, build a partner map to position the team and management.
• Collaborate with multiple service lines, innovation teams and business teams in Cognizant to formulate a business plan and execute it for the account relationship.
• Be actively involved in deal reviews, developing solutions, proposal responses, creating an executive summary for the proposal, and ensure timely submission with appropriate internal approvals.
• Identify and forge partnerships and tap into existing alliance partnerships of Cognizant to grow the account.End-to-end management of the account operations including account forecasting, budgeting, and overall P&L.
• Manage accountability against Measurable Revenue/Profit Growth within set timelines.

What you need to have to be considered

• 15+ years of experience in a client facing role or account leadership role in the IT professional services or management consulting firm.
• Experience managing a $20 to $40M P&L in the retail space in IT professional services or management consulting.
• Experience leading diverse teams, experience of cultivating and collaborating in a multi-cultural environment.
• Strong knowledge of the retail space, the associated technology landscape, and trends.
• Demonstrated track record of managing different portfolios ranging from sales, new sales, programs and existing business.
• A strong relationship-oriented bent of mind, demonstrated capabilities in building and sustaining relationships
• Strong executive presence and gravitas.
• Ability to navigate a large organization, work in a multi-dimensional matrix and have the power of persuasion through content and confidence
• Experience of leading and closing large deals in managed services (multi-million $ and multi-year contracts)
• MBA or bachelor’s degree OR equivalent combination of education, training, and experience.