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Associate Engagement Manager
3 weeks ago
Job Description
Role: Associate Engagement Manager
Experience Level: 5-7 Years
Work location: Trivandrum/Thiruvananthapuram (Hybrid)
Role & Responsibilities:
Your responsibilities will include:
- Should be responsible for managing & refining the Managed Services strategy.
- Help develop and monitor the Managed Services business plan
- Manage the overall Governance for Managed Services team (e.g. Ensure regular updates on tasks SOP’s, artifacts, templates, checklist, distribution list, service POC to reachout, Escalation Matrix, Daily & Weekly sync & MOM etc.)
- Participate in management & client meetings for regular updates.
- Create monthly reports on progress of the projects for Customer & Management review.
- Ensure to keep the Team motivated to handle the 24X7 support activities.
- Connect with the team members to understand the concerns raised & work towards addressing them.
- Work with the sales team to help identify and sell Managed Services opportunities.
- Advice clients & create a positive experience for clients.
- Raise invoices every month & track all the payments.
- Ensure the contract is carried out correctly.
- Support Managed Services offering, deal pricing and quality oversight
- Ensure the training plans are prepared & the Team is upskilled to handle the Infrastructure & Data projects.
Skills Required:
You would be involved in the development of new business opportunities and value-added services which requires a high level of creativity, learning potential and deep quantitative subject matter expertise and therefore self-driven Associate Engagement Manager - Managed Services
individuals willing to learn on the go would be preferred.
- Minimum of 3-5 years of work experience in managed services or operations environment & exceptional client service experience.
- Proficiency in working in support projects with exposure to any of the cloud environments.
- Having experience in Google Cloud Platform will be preferable.
- Good executive presence & ability to communicate/negotiate effectively with clients
- Great organizational skills, ability to work independently or team with others as required
- Develop and maintain relationships to efficiently leverage expertise
- Experience with IT Service Management (ITSM) processes and tools like Service management, Incident Management, BCP/DR etc.
- Excellent collaboration and presentation skills, and the confidence to challenge senior colleagues and stakeholders from a diverse range of backgrounds
- Sound judgment regarding confidential and sensitive matters
- Proven ability to meet multiple and/or unexpected deadlines in a demanding environment
- Confidence with numbers and financial analysis
- Proficiency in Google/Microsoft office suite
- Ability to juggle multiple projects at once
- Ability to quickly solve problems with a positive upbeat attitude
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