Engagement Manager

3 days ago

Chennai, Tamil Nadu, India Newgen Software Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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
  • 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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