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Engagement Manager

2 months ago

hyderabad, India Prolifics Full time
We at prolifics are looking for an Engagement Manager role for our development center in Hyderabad.
Engagement Manager
Role Description
This role is an India role.
This role will be customer-facing, operating from customer’s offices
There will only be one CSM per account
One CSM can have multiple accounts assigned
This is a non-billing role by design
Goals
Revenue
Protection of existing revenue
Grow by x% in the same buyers’ group
Growth by y% in the account in collaboration with Sales/AE in the areas outside the existing buyers
Profitability
Customer Satisfaction & Reference
Customer Management
Develop relationships with key business and technical stakeholders and act as a trusted advisor to the customer.
Manage client expectations, establish credibility at all levels within the client, and build problem-solving partnerships with the client and delivery team.
Present solutions to customers, from IT managers and technicians to C-level executives.
SPOC for handling customer escalations/concerns on the account.
Identifies new opportunities within the customer base and provides sales support during the sales cycle as needed.
Conduct QBRs with clients and the head of business
EM needs to build vertical knowledge and demonstrate value by having an understanding of the competitive landscape and industry challenges. They need to know how others in the industry are solving these challenges. They need to be able to talk in industry terminology and jargon.
Operational
Ensure the existence of supporting documents such as contracts, purchase orders, work orders, signoffs, etc. for billing/revenue recognition.
Know when and where to escalate within the technical organization (Delivery and Engineering teams) and make effective use of those resources.
Provide timely, prioritized, and complete customer-based feedback to Project teams.
Ensure all systems have basic hygiene for revenue and margin forecast and end-of-month recognition for the account
Financial
Protect the current run rate along with nominal growth which includes selling all services to the current buyers.
Build connects and sell services to new buyers in the same account.
Own and Manage the P&L for the assigned accounts.
Provide revenue and margin guidance and ensure revenue recognition is done properly.
Verify all billing data to ensure completeness and accuracy of revenues
Monitoring & Control
Quarterly Business Review (Participants EM, Sales (optional), Customer, DP, Head of India business )
Monthly Account Review (EM, DP, Head of business, CEO (Optional))
Measurement Criteria for Appraisals
Revenue and Gross Margin Protection and Growth – selling all services to the existing buyers.
CSAT & reference
This Role Reports to Whom?
Head of India business
Who Reports to this Role?
Delivery Partners have dotted line reporting to this role.
Thanks,
Sharan.