Strategic Partner

Key Accountabilities

Client Interview Process

KPIs/Measures

• Conduct client interview annually with all client contacts within each account within their identified Top Account portfolio

• Interviews recorded and attached on CRM
• Actions identified and recorded on White Paper
• All Operators updated and actions required clearly identified with owners and timescales
• Risk assessment entered onto CRM following interview and MD issued with copy of interview and updated on latest risk assessment

Gatekeeper of Account Retention Plans

KPIs/Measures

• Ensure a White Paper is in place for all Top Accounts within their portfolio
• Ensure a fully completed, accurate Relationship Matrix is in place for each account
• Identify the appropriate retention strategy for each client relevant to the timing of the contract renewal
• Identify potential opportunities to renew through PRE-EMPT and avoid re-tender, and the relevant MUST WIN that would be addressed for the client in the strategy proposed

• Pre-empt opportunities to be identified for all accounts
• Pre-empt proposals clearly identify how the solution addresses their Critical Business Issue and/or MUST WIN
• Decision making criteria clearly identified
• All clients in each account clearly identified on the relationship matrix with relevant information validated
• Key Decision Maker and Power of Veto clearly identified and matched with Compass personnel

Lead Re-tender Process for Top Accounts

KPIs/Measures

• Identify client MUST WIN issues and communicate accordingly to sector BD/MD and operations team
• Gatekeeper for crafting of the winning strategy and coordination of relevant activity of Operations team.
• Oversee Bid Management team to produce concise and relevant proposal that clearly identifies the winning solution, based on the client's Critical Business Issue and WITY/s.
• Lead the presentation team and direct all related activity, including presentation strategy and theme

• Win Strategy clearly identified
• Entire team confident in the strategy and the actions required of them
• Action plan reflects strategy with identified owners and timescales
• Client has confirmed the win strategy and a WITY close has been secured with all objections uncovered.
• Presentations have a WITY opening and close and client acknowledgment has been secured

Master of the Sales Funnel Process

KPIs/Measures

• To use the WAMS tools and techniques at all stages of the process
• Act as coach to Operations team to develop their WAMS skills and application.
• Assist in the delivery of WAMS related training as required

• Fully completed WITYs for all clients on Top Account list
• Well-developed list of deficit questions
• Understanding Critical Business Issues for all clients on Top Account list
• All objections uncovered during the Research Phase
• Observable use of WAMS techniques by Operators in the field

Identify and Maximise Growth Opportunities

KPIs/Measures

• Actively seek out potential cross selling opportunities and work with Operations and Sales teams to maximise potential growth
• Identify and pursue opportunities to extend services in additional locations, geographies - organic growth

• PBIT growth

Maintenance of Top Account

KPIs/Measures

• CRM to be updated monthly for all accounts within their portfolio
• Client Engagement programmes to be adopted and reported on with a focus of contracts at risk in the year.

• Updated monthly for Sector Exec packs.
• All accounts moving to Risk designation to be flagged for discussion with Growth Director
• All Risk accounts supported by fully updated and active Retention Plan which should be GREEN in all areas