Phase One: Accenture Operations (Business Process Outsourcing) provides outsourced operations functions to Fortune 500 clients internationally.  At program start, Account Leads were responsible for Account Management functions focusing on delivery and P & L. With increased competition and need for significant account growth, Accenture realized the need for growth both vertically and horizontally. Account Leads had developed relationships with the highest C Level contacts within their accounts and now the need was for account leads to cross-sell across multiple functions. This not only meant initiating new contacts with C Level executives in their client accounts representing multiple departments and functions, but also required Account Leads to learn their internal offerings and capabilities across functions. Accenture is a highly matrixed organization. The Account Leads not only needed to learn to navigate new ground within their client base, they also are part of a larger Account Lead which also needed careful navigation and relationship building. While most Account Lead Executives  were very successful in their Account Management roles, most were not comfortable with their new roles which embraced new organic account growth and more assertive selling.

Phase Two: Scale to the Masses – Once the inaugural program was built and validated, the challenge was to scale the program to the total account lead population globally. Utilizing all of the components of the pilot program,  the challenge was to scale the program to the total account lead population globally. It was not feasible or efficient  to get the entire population together for live face to face training, so a comprehensive solution needed to be developed in a totally virtual environment.

This program in partnership with CARA Corporation