Client Visit Experience Manager

Skill required: NA - Client Meetings


Designation: Client Visit Experience Manager


Qualifications:Bachelor of Arts


Years of Experience:13 to 18 years

Language - Ability:English(Domestic) - Advanced


What would you do?
The Global Site Visit Lead drives the overall site visit strategy globally and oversees the smooth functioning of the Client Visit Management activities across geographies. S/he keeps a watchful eye on the program budget/Recoveries and also approves/ ratifies any exception/ waiver requests in consensus with the relevant Solution Innovation MDs & delivery Leadership. S/he may get involved in certain high profile or complex visits where the stakeholders are critical or the deal size is very large in terms of TCV. S/he is also responsible for bringing more centers under the ambit of the Global Site Visits ProgramCollaborates with Solution Innovation leadership (assuming that's me) to ensure Site visit strategy is optimized (and evolving as needed) for account health and growth and sales effectiveness.Establish, gather, and ensure achievement of KPIs for the team (includes stakeholder feedback, spend/roi, productivity, etc.)Report on team spend and cost recovery to demonstrate good stewardship over company resources.Ensure the team structure, capabilities, and roles support the KPIs, site visit strategy and team development/success.The ability to effectively plan, conduct, and communicate in client meetings, demonstrating strong interpersonal, communication, and relationship building skills to understand client needs, address concerns, and contribute to successful collaboration.


What are we looking for?
Knowledge/Skills Requirements:

Working with Microsoft products

Excellent US, British or Australian business writing

Communication, written, verbal and presentation

Organization skills

Project and program management

SharePoint organization and use

Infrastructure/ BP Service offerings

Influence

Issue escalation and resolution

Relationship selling

Service delivery organization

Problem solving

Critical thinking

Logistics management, i.e. transportation, accommodation, meals, entertainment, meeting

Remain calm and clearheaded under pressureTrained(T) - Attended a training course on this skill and/or has had brief exposure to this skill.

Uses basic terminology in regard to the skill.

Recognizes and/or articulates basic concepts, facts, methods, techniques in day-to-day work experiences.Experienced (E) - Moderate exposure to this skill and related work experiences.

Can assist other team members with questions and problems related to this skill - Applies skill (at basic level to work situations, with some guidance.Skilled(S) - Extensive exposure to this skill and related work experiences.

Applies skill (at advanced level) to work situations with medium complexity, with little or no guidance.

May train and/or direct the work of others in application of skill.Expert(X) - Regarded as a center wide resource on this skill.

Applies detailed knowledge and skills to complex (or new) work situations in multiple settings.

Trains and/or directs work of other in complex facts, methods, and techniques related to the skill.

Roles and Responsibilities:

Responsibilities/Authorities:

Ensure end to end logistics for internal and external visitors is being taken care of during client visits

Drive the overall client visit experience and ensure compliance by all the site visit coordinators.

Ensure that prep calls, dry runs and dress rehearsals are scheduled for all visits, without exception

Use SLFD and SWB to track requests and ongoing activities to provide periodic management updates

Oversee provision of a Welcome Package to client teams for use with prospective clients

Guide the team to resolve real-time logistical issues and handle escalations, if any

Run the PMO to report overall team's performance and to maintain logistical data in a central location

Approve Procurement Invoices on ARIBA

Foster team building activities and manage attrition to a minimum

Drive periodic calls with the global team to cascade information and share best practices

Adopt and drive opportunities to digitize the client visit experience through use of mobile/ tablet apps

Have meaningful conversations with the direct reports and seek periodic feedback for own performance

Engage with key stakeholders to ensure seamless conduct of the visit management function globally

Dive Strategic thinking on visit agenda working with delivery center leadership and ensure visit agenda meets the visit purpose

 
Qualifications 

Bachelor of Arts