EY GDS - Virtual Account Manager (US Support) in Philippines

GDS - Virtual Account Manager (US Support)

Core Business Services

Requisition # PHI002QK

Post Date Oct 05, 2018

Role: Account Manager

Location: McKinley West, Taguig City

Shift: US Time Zone (night shift Manila time)

Professional experience:

  • 7-8 years working in a professional services firm delivering operational enablement service to teams in different geographies

  • Professional services and/or shared services and operational environment experience, would consider candidates who have worked in shared service centers covering European or US geographies

  • Demonstrable experience operating and executing projects in a matrixed and geographically distributed organization as a project lead and a project team member with limited oversight

Knowledge and skill requirements:

Technology

  • Must haves

  • Mastery of the Microsoft Suite (Outlook, Skype, Excel, PowerPoint, Word, SharePoint)

  • An understanding of CRM tools functionality and practical experience and experience in supporting Account’s go-to-market efforts

  • An understanding of financial reporting tools and practical experience to support financial management activities or performing data analysis

  • Nice to have

  • Experience using Procurement portals (i.e. SAP Fieldglass or Ariba)

  • Microsoft BI

  • Project management – experience building and managing project plans

  • Presentation / Analysis – experience building .ppt presentations or discussion documents to explain a strategy, process, or relationship history; experience using .xls to analyze data for purpose of generating insights on trends within data set

Essential functions of the job:

  • Deep knowledge of Account management processes and tools

  • Manage one or multiple accounts

  • Work with the Account Partners and global Account team to achieve the goals for global revenue, margin and sales/pipeline

Global Account Management

  • Drive the key activities of EY’s Account Management Framework (AMF)

  • Co-develop Account strategy with Account leadership and drive global execution of Account plan

  • Drive service line planning activity and Account integration

  • Prepare and facilitate Account meetings

  • Responsible for follow-up on Account actions by tracking progress against deadlines and driving activities

  • Understand both the clients business agenda and EY services to enable leveraging the global EY network to connect our Account stakeholders to the right people

  • Develop and manage the Account onboarding process and appropriate materials

  • Drive the Assessment of Service Quality (ASQ) feedback process: Collate the ASQ feedbacks in the tool and drive action after interviews and year-end follow-up

  • Act as a project manager for specific Account activity

Strategic planning & operations management

  • Participate as appropriate with the Account Partners and/or Service Line leads to develop Account strategy for relationships and ideation to pursue at client as part of Account planning activities

  • Work with region Market Segment Manager or Industry sector center from a specific geography, to align team objectives and operations to regional/sector operations and objectives (i.e. update on region sales campaign, inputs for sales forecast process, response for RFI from sector on sector center initiative like solutions planning)

Sales and Relationship Management

  • Co-develop the Account relationship strategy, including management of the global relationship map

  • Participate in development process for client interactions (i.e. meeting materials or inputs for meeting materials)

  • Manage the Account pipeline process and drive discipline across global team

  • Manage the pursuit process for opportunities, working closely with key stakeholders

  • Execute win/loss debriefs

  • Creation and maintenance of Account marketing materials (i.e. team brochure discussion relationship history, or Value Scorecard or procurement showcase doc)

  • Develop and maintain relationship of Account Managers, Market Segment Managers, to understand latest market place, alliance and solution activity within sector or like accounts

  • Manage the annual global revenue planning process with the BD Leaders (BDL) or Market Segment BDL and Account Partners

  • Own and manage the Client Relationship Management (CRM) tools and processes

  • Identify EY thought leadership and insights to be shared with the client

Information and knowledge management

  • Be strategic to collaborate and partner with enabling functions of EY in supporting the Account (where applicable):

  • Offshore Account Enablement team in India – pipeline management, financial analysis, sales cycle support, client research, Account plan management

  • EY Knowledge – Account analysis, quarterly earnings call summaries, travel packs on clients business, competitive landscape

  • Finance – any financial needs of the Account

  • Brand, Marketing and Communications – Account specific events, targeted thought leadership

  • Administrative support – meeting scheduling and any other administrative tasks

  • Global Sector/Industry – identify market trends and EY insights

  • Service lines and geographies - Create process flows required for the team to capture information across Account

  • Build and manage a repository of team information (i.e. MSA, Rate Card, SOW templates, onboarding documents, team process documents, qualifications, etc.) and guide team on how to access and use

  • Develop and maintain relationships with the Account teams to understand best practices for team information and knowledge management

Marketing Management

  • Development and execution of Account marketing plan to include

  • Distribution of thought leadership and/or event invites to relationships targets

  • Alumni relations

  • Support creation and distribution of team communications (i.e. team/client newsletter, WIN announcements)

  • Develop and maintain relationships with Account teams to understand best practices for marketing activities

Financial management & reporting

  • Review of Account financials to provide awareness to Account leadership on drivers of Account performance

  • Monitoring of operational metrics important to team each month and working with Account partners or service line leaders on troubleshooting issues

  • Support special projects as needed that require financial data/analysis

Analytical/decision making responsibilities

  • May be required to make decisions on behalf of Partners in order to expedite results

  • Influences without direct authority, frequently providing coaching and input to a high level of firm leadership

Soft Skills:

  • Professional maturity to confidently interact with Account Partners. Demonstrate assertiveness, ability to articulate the view points in a succinct manner while communicating with the senior stakeholders

  • Communication – Demonstrate effective communication at all levels of the organization, understand the nuances, showcases the ability to listen effectively, have a global mindset and operate effectively across borders with an awareness towards diverse cultures

  • Consultative – Demonstrate ability to approach problems and/or projects through effective question/answer techniques to identify needs/issues/desired outcomes and propose appropriate solutions

  • Emotional intelligence – Demonstrate understanding of different working/personality styles and appreciation of the need to flex approach and message to effectively engage with stakeholders

  • Networking – Demonstrate ability to create networks within a company and use the networks to navigate across an organization for purpose of getting information to answer questions across accounts

  • Ambiguity – Personality that is conducive to highly unstructured environments and situations

  • Entrepreneur/proactive behaviors – Desire to make the role their own and to create opportunity areas to involve themselves in day-to-day operations

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