Senior Client Manager
Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?
If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees.
You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.
You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.
You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success.
You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams.
Great work. Great opportunities.
Want to be part of our team?
The primary responsibility of the Client Manager is to take full ownership of his / her assigned accounts. Their key focus is to manage and grow relationships to drive land, expansion and renewals across all solutions within assigned accounts.
They are required to pursue leads identified by aligned lead generation representatives.
Primary Segment Focus
Secondary Segment Focus
Sales Process Involvement
Effectively identifies and qualifies prospects with little support. Proactively searches for new prospects by conducting market research.
Will call on all types of prospects and has established service strong relationships with stakeholders. Identifies clients and buyers with problem the majority of DD solutions can solve.
Understands the conditions where client are open or ready to solve the problem with you and actively creates needs into DD opportunities to meet pipeline targets in SFDC.
Proactively orders opportunities and balances reactive issues as necessary. Regularly updates and prioritises opportunities for all accounts throughout the year and appropriately allocates sales time between clients and opportunities.
Highlights sales process plan risk areas throughout the entire sales process for ongoing monitoring during execution. Works with DD resources to help execute and advance the sales process.
Understands the concept of a solution and crafts an ROI-impactful solution with help; Able to co-create solutions with IT buyers.
Creates solutions across multiple (2 to 3) solutions where appropriate to design complete solutions that solve stated client problems.
Prepares and runs negotiating meetings to achieve an objective. Maintains a neutral distance from conflicts that arise during negotiations.
Independently negotiates opportunities and creates proposals that exceed client’s expectations. Can present solutions and close deals with little internal DD help.
Understands right time to close by identifying buying signals. Identifies areas for improvement in closing deals. Proactively pursues training and development.
Understands and states expectations of all the roles involved in the opportunity and how they work together in the sales process.
Holds internal planning sessions before each client visit.
Creates near term (<3 months) plan and executes against strategy. Adapts to challenges and anticipates issues in order to achieve and exceed plans.
Understands relevant stakeholders’ relationships to other potential buyers within the client’s organization. Regularly creates and updates client influence maps for all IT and LoB buyers and plans for potential future opportunities for each individual buyer.
Regularly updates and prioritises clients throughout the year and appropriately allocates sales time between them. Prioritise client efforts using data analysis based on multiple criteria.
Segments clients into sales strategies defined by land, adopt, expand and renew potential. Proactively identifies client and internal issues.
Collects information and suggests potential solutions for LoB buyers. Builds strong business relationships with clients to understand business needs, business environment and challenges.
Can show strong relationships with 1-2 LoB buyers at each stage. Proactively follows up on majority of client list to ensure satisfaction.
Monitors customer problem resolution with the extended team and other appropriate DD personnel to remove revenue risks and ensure customer satisfaction.
Highlights plan risk areas for ongoing monitoring during execution. Works with team members who have low performance to create a documented plan with action items and timelines to successfully turn around performance.
Identifies needs and shows basic DD technology / solution value propositions meeting those needs in later meetings or after research.
Immediately brings in relevant specialists to help communicate more complex solution-specific value propositions to clients.
Demonstrates basic understanding of DD technology / solution products and can say how they compare to generic competitive advantage.
Shows intermediate understanding of changes in the technology industry through conversations with clients and DD teams. Understands sources of information on technology trends and can identify which information to bring back to a client.
Can discuss technical and support services offerings across a single solution and brings in relevant services specialists whenever the client meets threshold for manages services help.
Matches a solution to a DD story / use case for the majority (3-4) of solutions. Brings in other DD internal resources for expertise in other solutions.
Increases internal network to include strong relationships with other DD teams and some other internal business functions (accounting, marketing, sales leadership, etc).
Can differentiate between the characteristics of effective and dysfunctional teams. Identifies when team is not working well and creates a documented plan with clear items to steer the team back in the right direction.
Has strong working relationships with partners to provide support of clients. Understands how to identify the correct partners and how to use partner resources to increase DD sales volume through vendors.
Understands the financial statements and can show the impact of sales results to IT buyers. Brings in help from managers and peers to communicate insights.
Understands and works toward most critical success factors for a healthy pipeline (e.g. win rate, client buying process).
Holds at least bi-weekly opportunity pipeline review meetings with his / her manager. Proactively builds and executes gap plans if pipeline predicts low sales target achievement.
Can successfully identify commercial architecture opportunities. Can independently create high-level commercial architecture models.
Relies on help from other internal DD roles only for very complex solutions. Has a basic understanding of the legal aspects of contracting and can create a basic contract for non-
complex managed services solutions. Relies heavily on legal help and advice.
Take ownership of clients
The Client Manager takes ownership of a range of accounts within the assigned segments. This is done 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. The Client Manager is able to determine the best solution requirements for each client that can be deployed by other departments,
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 achieve revenue and margin targets and exploit opportunities, whilst displaying notable client service orientation.
The Client Manager is required to establish a strong business relationship by becoming a reliable point of contact.
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 the available 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 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.
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.
As a result, they are able to pursue and select specific deals that will have a profitable result for Dimension Data.
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 achieve revenue and margin targets by maximising sales opportunities through connecting client needs with Dimension Data offerings and solutions.
Next career steps
Work Experience Required
What would make you a good fit for this role?
Join our growing global team and accelerate your career with Dimension Data. Apply today.
Diversity in Dimension Data
Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.