Navigating Dual Expectations: Best Practices and Benefits of Working as a Contractor for a Client in a Technology Company

I have been fortunate enough to work with some reputed technology consulting organizations such as MICROSOFT GLOBAL SERVICES CENTER (INDIA) PRIVATE LIMITED , Publicis Sapient , and now NTT DATA . Based on my experiences working for various well-known clients through these companies, I have learned some best practices and key aspects of the job that have been at the foundation of it all. I would like to share these insights through this article, especially focusing on balancing the expectations of both the client and the parent company.

Best Practices for Balancing Client and Parent Company Expectations

1. Always Represent the Parent Company’s Brand and Reputation

When working with clients, you represent your parent company, and every action or decision reflects on the company’s brand:

• Be conscious of the impression you make, as it impacts not only your personal reputation but also the standing of your employer. Always consider how your behavior will be perceived by the client.
• Adopt the parent company’s values and code of conduct during client interactions. Show professionalism, integrity, and respect for the client’s requirements while staying true to your company’s standards.
• Deliver quality work consistently, as it reflects the capabilities and reliability of your parent company. Meeting or exceeding client expectations strengthens your company's reputation and can open doors for further business opportunities.

2. Stay Active on Parent Company Communication Channels

While it’s easy to get absorbed in client work, staying engaged with the parent company helps align your work with overall company goals:

• Regularly check internal communications such as emails, newsletters, and internal chat platforms for announcements, policy changes, and new initiatives.
• Participate in company-wide meetings and events to maintain a connection with the broader team and stay updated on the parent company’s priorities.
• Provide periodic updates on your client projects to keep your managers informed about achievements and any challenges you may be facing.

3. Schedule Regular 1:1 Meetings with Your Line Manager

Maintaining open communication with your line manager ensures that you stay aligned with company expectations and career development goals:

• Schedule 1:1 meetings at least once a month to discuss your progress, any challenges, and feedback. This also helps address any conflicts between client expectations and company policies.
• Be transparent about your workload and share any issues related to balancing client demands with company requirements.
• Discuss performance expectations regularly to ensure that your efforts are aligned with both client and parent company goals.

4. Maintain Professional Integrity: Avoid Criticizing the Parent Company

Upholding the parent company’s reputation requires refraining from sharing internal conflicts or grievances with the client:

• Never criticize internal processes or disclose company matters to the client. If concerns arise, escalate them through appropriate internal channels.
• Refrain from sharing sensitive company information or expressing dissatisfaction in front of the client. Focus on addressing challenges privately with your manager.
• Speak positively about the parent company, or at the very least, maintain neutrality when company matters are discussed with the client.

5. Respect Contractual Boundaries: Avoid Offering Services Directly to the Client

Employees should be mindful of contractual obligations and avoid soliciting business directly from the client:

• Never propose or accept direct work offers with the client outside the terms of your engagement, as this could breach contractual terms.
• Redirect any requests for additional services to the appropriate teams within your parent company to maintain ethical boundaries.
• Understand non-compete clauses or intellectual property agreements related to your role to avoid any legal complications.

6. Complete Mandatory Training Programs on Time

Meeting your training obligations is crucial for compliance, skill development, and career growth:

• Set aside dedicated time for mandatory training or certifications, and complete them without delay.
• Notify your line manager of any challenges in meeting training requirements, and seek assistance if necessary.
• Stay updated on new training requirements, such as those related to data security, ethics, or technology upgrades.

7. Cultivate a Dual Mindset: Representing Both the Client and Parent Company

Balancing these dual roles requires adaptability and an understanding of how to represent your parent company positively while addressing the client’s needs:

• Embody the parent company’s values when working with clients, serving as a brand ambassador.
• Advocate for the client’s requirements internally to ensure they receive top-quality service.
• Stay proactive in aligning your work with the interests of both the client and the parent organization.

8. Be Proactive in Exploring Additional Business Opportunities

Client-facing roles present opportunities for growth and business development:

• Identify new areas where your parent company can add value to the client’s operations, whether through new services or technology solutions.
• Discuss potential business opportunities with your manager or the business development team to explore upsell or cross-sell options.
• Position yourself as a problem-solver, always seeking ways to enhance the client’s experience.

9. Strive for Efficiency in Existing Projects

Achieving efficiency not only benefits the client but also showcases your value as a consultant:

• Look for ways to optimize existing processes and minimize unnecessary overheads.
• Automate repetitive tasks where possible to improve productivity and reduce time spent on mundane activities.
• Share best practices and lessons learned with your team to help others working on similar projects.

Advantages of Working as a Contractor vs. Internal Projects

1. Exposure to Diverse Business Environments

Working with clients exposes you to different industries, business models, and corporate cultures:

• Learn and adapt to varied business practices, gaining insights that go beyond internal projects.
• Experience different market conditions, which can help you develop a more versatile skill set.

2. Building Strong Client Relationships and Networking

Client-facing roles enable you to build valuable relationships that can benefit your career:

• Form connections across different levels of the client’s organization, from executives to project managers.
• Leverage these networks for future career growth or partnership opportunities.

3. Enhanced Problem-Solving Skills

Client projects often present unique challenges that foster the development of problem-solving skills:

• Deal with real-world issues requiring creative solutions, going beyond theoretical scenarios encountered on internal projects.
• Navigate complex stakeholder expectations, which hones your negotiation and conflict-resolution abilities.

4. Opportunities for Business Development

Working closely with clients offers a first-hand view of potential growth opportunities:

• Identify new areas for expansion, based on observed client needs or market trends.
• Suggest new services or solutions that can increase client satisfaction and solidify the business relationship.

5. Exposure to Client-Specific Tools and Technologies

You may work with different technology stacks or platforms while collaborating with clients:

• Develop a broader skill set by using tools and platforms you may not encounter on internal projects.
• Stay updated with industry trends and advancements in technology.

6. Higher Visibility and Recognition

Working in a client-facing role often means that your contributions are directly tied to business outcomes:

• Showcase your impact on client success, leading to greater visibility within your organization.
• Achieve recognition for delivering high-quality results, potentially accelerating your career growth.

How This Mode Differs from Internal Projects

1. Client Focus vs. Company Focus

• Client projects align more closely with the client’s immediate business goals and often require quick turnarounds.
• Internal projects may focus on broader company objectives, with more room for flexibility and experimentation.

2. Adherence to Client Standards vs. Internal Standards

• Client assignments require adaptability to meet client-specific processes and expectations.
• Internal projects follow standardized practices, providing consistency across teams.

3. Dynamic Work Environment vs. Stable Roles

• Client projects bring variety and exposure to different industries, offering new challenges.
• Internal roles tend to be more stable, with fewer changes to the work environment.

Conclusion

Working as a contractor while representing a parent company in front of clients brings unique benefits and challenges. By embracing best practices such as maintaining professional integrity, staying active in communication, and exploring additional business opportunities, employees can navigate these dual expectations effectively. It’s crucial to remember that you are an ambassador for your parent company’s brand and reputation. Through careful management of client relationships, adherence to ethical practices, and proactive engagement, you can contribute to the success of both your client and your parent organization.