Customer Relationship Manager/Account Manager

Job Description

Cognizant’s Insurance (INS) Vertical is seeking a Customer Relationship Manager (CRM) to be actively involved in continuing to grow our Insurance footprint and assist the Client Partners and Senior Client Partner (CP) in growing key Insurance accounts. In this role, the CRM will balance client/project responsibilities with business development and sales responsibilities including managing existing book of business, BAU retention, and close business expansion opportunities. Furthermore, a CRM will assist CPs in identifying, qualifying and closing net new opportunities. The individual will be responsible for working with Horizontal service line specialists and HZ leaders while developing strategies and tactics for further penetrating the account and cross selling Cognizant’s service lines.

Responsibilities

• Market Leadership: creates sales strategies and plan for the Client Partners review and for its incorporation into the broader client strategy and plan.
• Relationship Management: executes and manages the account plan under the guidance of the Client Partner. Invests time in strengthening existing client relationships. Participates in reviews and provides educated and relevant perspectives
• Business Retention and Expansion: Manage existing book of business, protecting BAU and also help expand current book of business.
• Business Development: responds to and deliver on client requests; responds to RFP’s. Identifies net new opportunities, makes proactive proposals to client in line with account strategy. Obtains the approvals to pursue opportunities. Engage the relevant horizontal service line teams for solutions.
• In collaboration with Insurance vertical team and or other horizontals:
• Proactively propose/recommend Digital solutions that are aligned with business priorities, receive buy-in and are delivered effectively and efficiently.
• Identify short-term change initiatives (“quick wins”) in close cooperation with business and technology leadership, in order to help bolster long term partnership
• Responsible for the day-to-day management of overall relationships in his/her area, program risks, issues, conflicts, priorities, communications ensuring the delivery of new capabilities.

Insurance Domain Skills:

• The candidate must bring in experience, insight, and credibility across all LoBs in Insurance domain – particularly in Property & Casualty markets and Insurance Operations around it.
• Property & Casualty - Should be able to understand and recommend P&C solutions covering end-to-end from distribution through underwriting relevant to client needs.
• P&C Insurance Industry expertise includes Underwriting Policy Administration and Claims preferred with Technical depth with knowledge of RPA, Analytics, AI, Business Transformation Models, and Security
• Strong domain knowledge including but not limited to Underwriting, Claims, Retirement
• Good understanding of the latest digital trends and technologies particularly applicable to P&C industry
• Expertise in executing Digital themes in Insurance domain (Analytics, Interactive and Engineering).
• Deep understanding of digital marketing channels and customer experience functions across domain and related technologies in Property & Casualty Markets.
• Has a thorough understanding of the mobile channels and technologies for digital customer interaction.
• Strong experience in software engineering methodologies such as TDD/BDD/Agile based development models in digital domains
• Strong experience in cloud native development, data engineering and services/APIs
• Prior experience in working with CXO and CXO-1 to define digital transformation roadmap for large scale enterprises
• Experienced in managing and maintaining Insurance Alliance partnerships with product companies like Microsoft, AWS, IBM, Informatica, Qlik, Microstratgey, Guidewire, etc - experience doing joint account planning and interlocking opportunities
• Able to sell, mode of work in agile or scaled-agile framework and delivering business value on a continuous basis.
• Business process transformation experience focused on customer experience, simple solutions, and automation/efficiency
• Should be able to conceptualize, analyze, create blueprint for business transformations and present solutions in the insurance domain including systems modernization, conversion, and integrations.
• Deep understanding of cloud based transformation; Large, successful technology transformation experience including systems modernization, conversion, and integrations

In addition, the qualified candidate should possess the following:

• Past experience managing a client P&L of at least $25+ million dollars, including reporting and metric assessment for the account.
• A minimum of 8-10 years of experience in a client facing role or account leadership role in the IT professional services or management consulting firm with 4 – 8 yrs in Insurance industry preferred (Property & Casualty with knowledge of end-to–end spectrum - Distribution to Underwriting)
• Experience with the global service delivery model.
• Understanding and thought leadership in technology, services and business trends their direct and indirect impacts on the outcomes of the customer and our organization
• A strong performance track record of managing different portfolios-ranging from sales, new sales, programs and managing existing business and their profitability.
• A strong relationship oriented bent of mind, demonstrated capabilities in building and sustaining CxO-1 relationships and below.
• Experience of leading diverse teams, experience of cultivating and collaborating in a multi-cultural environment
• Must be able to navigate a large organization, work in a multi-dimensional matrix and have the power of persuasion through content and confidence
• Knowledge of value articulation principals include client ROI and appropriate storyboarding techniques.
• Knowledge of Client context and client engagement guidelines including organizational sensitivities to consistently look for new solutions.
• Bachelors or Master’s Degree.
• The individual needs to have had a strong pedigree of managing similar relationships and having grown them in previous roles. The individual will be expected to:
• Drive net new revenue and profitable growth of the account relationship.
• Candidates must have a proven record of building and maintaining long-term relationships at senior / CXO-1 levels and below. They must be comfortable presenting to senior executives, and senior business and technology leaders, and must be persuasive and influential.
• Review the performance metrics of the account with the delivery, operations and finance teams on regular basis.
• Be part of senior management reviews for the performance metrics of the account relationship.
• Collaborate with multiple service lines, innovation teams and business teams in Cognizant to formulate a business plan and execute it for the account relationship.
• Respond to and deliver on client requests; responds to large RFP’s by working with Senior Client Partner and other service line leads.
• Identifies opportunities, makes proactive proposals to client in line with account strategy. Obtains the approvals to pursue opportunities. Engage the relevant team for solutions.
• Have regular meetings and interface with the customer decision makers and influencers.
• Be responsible for execution and customer satisfaction in all the revenue portfolios within the account.
• Identify and forge partnerships and tap into existing alliance partnerships of Cognizant to grow the account.
• Develop strong working relationships with senior leaders across all LoBs for the client
• Assist the Cognizant teams to penetrate and diversify sources of revenue with the client
• Ability to bring together Insurance domain knowledge to create and propose solutions in both business & technology