Roles & Responsibilities
Key Responsibilities:
- Client Relationship Management:
Serve as the primary point of contact for client stakeholders, ensuring constant engagement and alignment with their business needs and objectives.
Build and maintain strong relationships with clients by proactively addressing their concerns, understanding their skill and resource requirements, and ensuring our solutions meet their expectations.
Act as a trusted advisor by providing insights and recommendations based on client feedback, market trends, and internal capabilities.
Lead and manage the performance and development of team members deployed at client sites, ensuring they have the necessary resources, skills, and motivation to deliver outstanding service.
Provide ongoing coaching, mentoring, and support to the team to ensure high engagement and retention.
Address and resolve any personnel-related issues that arise on client sites, maintaining a healthy work environment and a productive team.
Conduct regular program/project reviews to discuss weekly project updates, team performance, and any immediate challenges with both internal and external stakeholders.
Lead Quarterly Business Reviews (QBRs) with client stakeholders, presenting key performance indicators, resource management updates, and overall service delivery results.
Use business reviews to identify opportunities for improvement, upsell or cross-sell services, and enhance the overall client relationship.
Oversee the end-to-end delivery of services to the client, ensuring that all projects are completed on time, within scope, and within budget.
Collaborate with internal delivery teams to ensure that all service commitments and SLAs (Service Level Agreements) are met.
Develop and implement strategies to continuously improve service delivery and client satisfaction.
Anticipate future skill and resource requirements from the client and work proactively to align the team accordingly.
Foster strong, collaborative relationships with internal stakeholders (e.g., delivery teams, TAG/WMG, HR, finance) to ensure smooth service delivery and to escalate and resolve any issues that impact client success.
Regularly engage with client senior leadership to provide updates, gather feedback, and identify new business opportunities.
Key Qualifications
Experience: 12+ years of experience in project/program management & client engagement roles within a services organization.
Client Relationship Management: Demonstrated ability to build strong relationships with external stakeholders, understand their business needs, and translate those into actionable solutions.
People Management: Proven experience managing teams, with a focus on coaching, mentoring, and performance management.
Business Review Experience: Strong experience in leading business reviews, including weekly, monthly, and quarterly touchpoints with clients.
Communication Skills: Excellent verbal and written communication skills, with the ability to present complex information clearly and effectively to both clients and internal teams.
Problem-Solving: Strong problem-solving skills with the ability to address client issues in a proactive and solution-oriented manner.
Organizational Skills: Highly organized with the ability to manage multiple projects and priorities simultaneously.
People-Oriented: A natural people person with a strong focus on relationship-building, conflict resolution, and team motivation.
Preferred Skills
Experience in managing clients in IT services, consulting, or technology-driven projects.
PMP or other project/program management certifications are a plus.
Strong understanding of the talent/skills market, especially within Adobe technology and consulting services.
Experience in conducting business reviews, presenting to C-level stakeholders, and driving continuous service improvement.
Preferred Companies(Optional): Epsilon, Sapient, LTIMindtree, SoftCrylic
Experience
Skills
- Primary Skill: Project Management (DXP)
- Sub Skill(s): Project Management (DXP)
- Additional Skill(s): AEM Development, Project Management (DXP)
About The Company
Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, telecom, and retail & CPG industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).
Infogain, an Apax Funds portfolio company, has offices in California, Washington, Texas, the UK, the UAE, and Singapore, with delivery centers in Seattle, Houston, Austin, Krakw, Noida, Gurgaon, Mumbai, Pune, and Bengaluru.
