Engagement Manager

Nature of work

Responsible for managing named customers' relationship and ensure we deliver and demonstrate our value proposition by leveraging industry best practices in BPM / ECM domain. EM works closely with CRM and Delivery Head to meet the business goals and targets.

Role definition:

Business

- Acts as a SPOC between the Customer and Newgen (both delivery and account management teams)
- Positioning Newgen's Product and/or services to the customers.
- Identify continuous growth opportunities for new business as per account expansion target.
- Execution of ongoing engagement such as implementation, change request, renewal of ATS / AMC, additional resource deployment, additional licenses and additional process deployment.
- Work with Delivery Head and CRM in reviewing the progress of ongoing implementation, new business opportunities and the Booking-Billing-Collection figure as per account expansion target.
- Get actively involved in activities related to mining cases for a specific client including POC and Demos as necessary.
- Build proposals for the new opportunities and involve CRM / Business Head, as needed.
- Create, review and periodic update of all opportunities at Salesforce.com.
- Follow the OEA process and guidelines.
- Build relationship with Key Decision Makers as well as Users.

Customer Satisfaction

- Manage customer satisfaction and ensure high customer satisfaction.
- Ensure for every delivery Client Sign-Off and acceptance are in place
- Obtain customer satisfaction feedback post SRS / Functional Spec and UAT for every implementation (new and existing customers, both)

Customer Retention

- Ensure delivery and demonstrate the value proposition by leveraging industry best practices and thereby retain the account over competition.

Implementation

- Responsible for the end to end delivery – takes over from Presales immediately after receipt of the order placed by the customer, thru Hand-off process including all project sign off and the site going Live dates.
- Lead or step in as a System Analyst, whenever required.
- Manage and participate in operational issues related to a specific engagement in terms of technical and delivery issues.

Collection

- Billing/ Contracting/ Raising of bill/Collection of Payment from the customer as per the agreed terms and timeline.

Qualification and Experience

- MBA and/ or engineering from a premier institute.
- 6 to 12 years of Exp and having 4-5+ Years of POST MBA experience in Delivery, Project management, Client Engagement or Presales.

Skill Set Required

- Knowledge of system integration issues
- Knowledge of estimation, planning, project management, budgeting and quality assurance as it relates to ECM/ BPM practices
- Strong customer orientation and ability to establish and maintain effective work relationships at all levels.
- Ability to gather and analyze data and draw logical conclusions.
- Thorough understanding of Project Management methodologies and tools.
- Good analytical capabilities and excellent time management skills.
- Excellent oral and written communication skills including presentation skills.
- Must be comfortable working with and cross-functional teams.
- Proactively maintain existing relationships and leverage relationships to develop a sales pipeline; develop new opportunities to increase company visibility in the account. Will carry an annual billing target
- Ability to coordinate and prioritize customer requests with the assistance of other managers to ensure the highest level of service possible to the customer.
- Strong customer Focus & Ability to establish and maintain effective work relationships at all levels.

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