Live Instructor-Led Client Account Management Practitioners
Aims
Client Account and Service Delivery Management are the processes by which the client’s requirements are delivered and aligned with the provider’s resources and capabilities, within the terms of a robust commercial agreement. This course is designed specifically enable Account Managers with the tools, models, methods and general understanding of commercial management. This will include an understanding of cost management, commercial relationships, project pricing, legal and contractual risks and obligations, liabilities, rights and remedies. Participants will gain the confidence that comes from the knowledge and understanding of the implications of their commercial decisions and to challenge, accept or compromise with customers and stakeholders as appropriate.
Target Audience
This “Live” instructor-led course is designed for all those who are client account management practitioners (or aspiring to be) These could include client contract administrators, contract managers, focal points, commercial officers, team leaders, commercial supervisors, end users, technical experts, proponents, project managers, finance, internal customers, customer success managers, client relationship managers, facilities managers, procurement, IT service delivery managers, escalation managers, commercial contract governance officers, team leaders and finance managers who have a responsibility for managing commercial contracts but may not be contract or commercial specialists.
Learning Outcomes
By the end of the programme, participants will be able to:
- These learning outcomes will be reviewed and may be amended following the results of the pre-course survey and follow-up Zoom meeting
- Understand the concept of account excellence and the associated best practices
- Understand how best practice organisations achieve superior commercial results.
- Appreciate the need for contractual controls and how they will improve their understanding of their relevance and how they can be applied
- Understand the basic commercial concepts of cost, price, markets and customer relationships and commercial pricing models
- Understand the process of managing service delivery of customer’s KPI and SLA in a commercially viable way
- Understand the legal aspects of account management contracts and contract drafting
- How to manage client claims and variations
- Understand the issues and risks of works being commenced and agreed by stakeholders ahead of agreement
- How to implement changes in the contracts and avoid inadvertently creating a binding contract through their behaviour and actions
- Have gained an understanding of the terminology and procedural issues in commercial contracting
- Commercially confident and aware and better equipped for their roles
