Associate Manager - Client Services

1. Market Development

Number of competitor analyses for his portfolio(s); Number of competitive analyses for his segment (collaborating with ADS' of other accounts); Number of competitive analyses for his sector (with UPAMs).

1. Customer Prospecting

Number of HBU NAOs.

1. Opportunity Identification and Qualification:

Number of requests for proposals for deals USD 5M - could be sole sourced or not.

1. Proposal Development:

Average PAT across the proposals submitted.

1. Proposal Negotiation and Closure

Dollar proposals won; Number (and $) of proposals won/ Number (and $) of total proposals submitted. Negotiation effectiveness = Final Price/Going-in price

1. Contracting and MSA:

Review Feedback.

1. Account Planning and Review

Portfolio Revenue; HBU Revenue mix in the portfolio; Portfolio margin; no. of large deals; percentage of non-linear revenue; no. of new buying centers in the portfolio(s).

1. Account Mining

Number of new buying centres; $ from new buying centres; no. of new service lines and $ from new service lines.

1. Account Operations

DSO days; CSAT Score; ELF score.

1. Relationship Management

Number of client escalations to next (EM) level; no. of VP-level meetings; CSAT; ELF scores.

1. Merger and Acquisition