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.