Manager - Strategic Accounts

13 hours ago

uttar pradesh, India Newgen Software Full time

Role Definition - Manager - Strategic Accounts


Business Responsibilities

  • Act as the Single Point of Contact (SPOC) between the customer and Newgen’s delivery and account management teams.
  • Position Newgen’s products and services to customers effectively.
  • Identify continuous growth opportunities to meet account expansion targets.
  • Manage ongoing engagements including implementation, change requests, renewals of ATS/AMC, additional resource deployment, licenses, and process deployments.
  • Collaborate with Delivery Head and CRM to review progress of implementations, new business opportunities, and Booking-Billing-Collection figures aligned to account expansion targets.
  • Participate actively in mining new business cases for clients, including POCs (Proof of Concepts) and demos.
  • Develop proposals for new opportunities in coordination with CRM and Business Heads.
  • Maintain and update opportunities in Salesforce.com in compliance with the OEA (Opportunity Engagement and Account) process and guidelines.
  • Build and nurture relationships with key decision-makers and users.

Customer Satisfaction

  • Manage customer satisfaction ensuring high standards are met.
  • Obtain client sign-offs and acceptance for every delivery milestone.
  • Collect customer feedback post-SRS (Software Requirements Specification), Functional Specification, and UAT (User Acceptance Testing) for all implementations (new and existing customers).

Customer Retention

  • Ensure delivery and demonstrate the value proposition by leveraging industry best practices, thereby retaining accounts against competition.

Implementation

  • Responsible for end-to-end delivery, taking over from presales after order receipt, including hand-off process, project sign-offs, and site go-live dates.
  • Lead or act as System Analyst when required.
  • Manage and resolve operational issues related to technical and delivery aspects of specific engagements.

Collection and Billing

  • Manage billing, contracting, invoice raising, and payment collection as per agreed terms and timelines.

Qualifications and Experience

  • MBA and/or Engineering degree from a premier institute.
  • 6 to 9 years of relevant experience with 4-5+ years post-MBA experience in Delivery, Project Management, Client Engagement, or Presales.

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