Senior Accounts Coordinator - Industry Enablement at Ernst & Young Global Limited (EY)

Job Summary

• The Senior Accounts Coordinator will make a significant contribution towards account management excellence in the firm’s priority accounts. They will do this by, collaborating with the Industry Leader and Global Client Service Partners (GCSPs), supporting the comprehensive execution of end-to-end account management strategies based on the Anatomy of a Priority Account Framework. The Senior Accounts Coordinator will report into the Industry Leader, and will also work closely with Account Teams, Sales and Delivery Teams as well as the broader Client & Industries (C&I) Team.
• As a strategic partner, the Senior Accounts Coordinator will manage a portfolio of priority accounts within the assigned industry, developing strategic insights into the accounts and facilitate crafting of tailored solutions to meet client needs. The role will require a proactive approach in leveraging EY’s ecosystems, capabilities and assets to drive client success, while also fostering knowledge sharing across accounts to enhance portfolio performance. Where required, the Senior Accounts Coordinator will immediately escalate matters to the Industry Leader or GCSPs for resolution.

Essential Functions of the Job

Strategic focus and alignment

• Understand and support execution of the Africa C&I strategy, focusing on the firm’s top priority accounts.

Know your customer

• Deep knowledge and understanding of the accounts being managed;
• Keep the account teams appraised on key developments in their accounts;
• Consolidate client insights from account meetings or one on one meetings with GCSPs and account Field of Play (FOP) Leaders / Engagement Partners (EPs);
• Be responsive to account team members and stakeholders, requiring information or support;
• Disseminate relevant latest news and developments to account teams; and
• Summarise or extract snippets from Analyst / Financial Reports into account insights.

Account management planning and tracking

• Understand the Anatomy of a Priority Account (AoA) Framework and champion application towards robust account planning, revenue planning and execution;
• Drive annual account revenue planning related activities with respective GCSPs, FoP Account Leaders and account teams;
• Own implementation of the AoA Framework and initiate regular reviews against planned milestones and targets;
• Run structured account meetings informed by the AoA Framework with GCSP and account teams as well as follow through with agreed actions;
• Highlight focus and support implementation of the firm’s big bets, alliances and managed services agendas;
• Support planning and facilitate execution of Account Based Marketing and other Markets related initiatives;
• Proactively highlight risks and issues with respect to realisation of the Account Plan;
• Manage implementation of C&I related client events such as showcasing EY solutions;
• Understand account support related processes and systems and ensure that data quality remains complete and accurate; and
• Creation of Account Portal with access provided to the account team.

Build relationships

• Develop strong internal relationships with keys stakeholders:
• Develop good working relationships with key client contacts;
• Update the relationship matrix in LENS/CRM;
• Update contact Management in LENS/CRM; and
• Identify FoP level or firm level thought leadership / point of views and ensure the same is shared with the client by the account team.

Pursuits management

• Has a good understanding of leads and opportunities that EY is pursuing in respective priority accounts;
• Accelerate pipeline growth through project managing strategic deals/pursuits, working alongside pursuits teams;
• Established relationships with the Procurement teams in priority accounts;
• Maintain access to the clients’ procurement portals, directs new business client enquiries to the right team and follow through to ensure proposal / feedback has been shared;
• Maintain high pipeline data quality (new opportunities, won opportunities and lost/declined opportunities); and
• Facilitate and track win/loss reviews, sharing feedback with GCSPs and account teams.

Client experience

• Deliver consistent high quality account management services to GCSPs and account teams;
• Champion and support the Industry Leader, GCSPs and account teams in continuously improving the client experience;
• Promote and facilitate use of the Wavespace for immersive client experiences;
• Encourage and facilitate use of the Wavespace for internal discovery sessions;
• Participate in completion of Expectations of Service Quality (ESQ) and Assessment of Service Quality (ASQ) interviews and surveys;
• Consolidate and analyse client experience related feedback and share highlights with GCSPs and account teams covering strengths and development areas;
• Plan, execute and track CX related KPIs including the no. of client touchpoints, CX score, Net Promoter Score, etc; and
• Build relationships and work with relevant teams including the General Counsel Organisation and Risk Management teams to expedite account related matters.

Revenue, sales and pipeline tracking

• Promote and leverage the available reporting dashboards and metrics – AoA Dashboard, Revenue Achievement Report, Sales & Pipe Report, LENS, etc;
• Drive regular tracking of Revenue, Sales and Pipeline against respective targets and advise the Industry Leader and GCSP on focus areas to improve performance;
• Ensure relevant stakeholders receive and understand reported data;
• Alert the GCSP and Account Teams, with proposed corrective actions, where there are anticipated challenges with meeting targets;
• Maintain the lapsed pipe rate under 5%; and
• Investigate and resolve instances of incorrect reporting.

Knowledge management

• Liaise with respective EY Knowledge professionals/ sector specialists to provide relevant knowledge and insights to account teams;
• Drive development of agreed client collateral e.g. periodic newsletters;
• Maintain catalogue and/or ensure catalogue of database of proposals submitted, key deliverables (non-confidential), case studies and credentials from Engagement Partners / Managers remain up to date; and
• Share/enable access to required collateral to enable GCSPs, account teams and pursuit teams to respond to client needs.

Learning and development

• Commit to on-going professional development, staying abreast of industry trends, EY offerings and account management best practices (e.g. Anatomy of a Priority Account Framework, Sector Training, Account Management Framework, Systems Training, Lead Badges, amongst others

Knowledge and Skills Requirements

• Deep understanding of industry and the implications for trends for clients and for offerings of EY;
• Excellent project management skills;
• Strong analytical and problem-solving skills;
• Proven ability to influence and build collaborative relationships with a wide range of stakeholders;
• Strong business and commercial acumen;
• Strong verbal and written communication skills;
• Exhibits drive and determination to overcome internal and external barriers and get results from people; and
• Is above average in competencies like Reporting, Data analysis, Business Research, MS Tools etc. 

Job Requirements

Education:

• University degree or equivalent related qualification.

Experience:

• 5+ years of relevant work experience; and
• Experience in a large Global organisation preferred.