Client Success in Managed Services with Effective Blending of the Sales and Services Motion

Outsourcing is a common term used in information technology. The definition of outsourcing and managed services has matured over time and has also become more complex with the change in business needs. This drives several challenges in both the client and the managed service (MS) provider perspective.  Client Challenges/Expectations: • Keep up with the market on innovation. • Inadequate collaboration and lack of synergies among the service provider functions. • Need more of a trusted advisor to enhance partnership.   Service Provider Challenges: • Adopt, expand, and renew the business after landing (LAER framework). • Grow the account. • Bring thought leadership. • Be viewed as an innovator/trusted advisor by the client.   This presentation covers how implementing a client success function in MS businesses helps address these challenges. It also talks about how we implemented client success to achieve greater collaboration with other key account roles, such as sales, delivery, and account management. It specifically covers the skillset needed, the disciplines implemented, and the change/transformation we did in blending sales and services and benefits.