Engagement Manager

Purpose:

Responsible for understanding the business, assisting in the prioritization of products and services. Developing engagement plan and assisting IT strategy in support of the overall business strategy.

Accountable for the success of the engagement, including all parameters products, people, stakeholders, systems.

Skills Required :

Critical, Technical & Behavioral Skills (As required for the role)

Basic Advanced

Expert

• The ability to act as a trusted advisor, go the extra mile to delight the customer by anticipating customer (both internal and external) needs and concerns; committed to delivering a consistently outstanding experience to customers (service requestor)
• The ability to quickly change ones behavioral style or method of approach when necessary to achieve a goal, learn from previous experiences and adjust own working style as appropriate to the needs of the situation
• The ability to understand the business issues / requirements of stakeholders, seek information about their underlying needs, beyond those expressed, and facilitate delivery of solutions that meet these
• The ability to put forth ones views / thoughts in an impactful and confident manner; communicate transparently and credibly with all stakeholders in different situations to positively impact their actions and decisions
• The ability to drive, develop and motivate team members to enable achievement of individual and organization goals; visualize right things to do and what needs to be done right and incorporate the same for effective people management
• The ability to continuously enhance stakeholder and customer value / perception by improving the business / delivery process and project governance, harnessing resources for development and delivery, and collaborating with cross functional teams to enhance business relevance and delivery performance
• The ability to identify new opportunities with existing and new accounts / customers, pursue the opportunity by effectively engaging with the customer, articulating the value proposition of the offering / product and successfully converting the sale
• The ability to put oneself in customer's shoes; engage with the customers, effectively probe them to understand their specific needs, establish connect by integrating different perspectives and offer products / services to meet those needs
• The ability to drive business / account financials by setting / monitoring revenue targets, delivering projects as per plan and being able to ensure timely realization of project revenue
• The ability to understand and build sustainable business relationships with key accounts, customers, proposes new ways of structuring solutions and ensuring delivery excellence to ensure customer satisfaction/recall and business sustenance and increase wallet share and new opportunities

Key Responsibilities:

Weightage in % (Out of 100%)

Client Support & Relationship Management:

• Assist the Account Manager in managing day-to-day interactions with clients.
• Respond promptly to client inquiries and escalate issues to the Account Manager as needed.
• Support in scheduling and preparing for client meetings, including agenda creation and follow-up notes

30%

Opportunity Identification:

• Research client accounts to identify potential upselling and cross-selling opportunities.
• Monitor client needs and market trends to suggest relevant IT solutions or services
• Assist in drafting proposals, presentations, and other client-facing documents

30%

Engagement Coordination

• Assist in the coordination of IT service delivery by liaising between the client and internal delivery teams
• Collect and communicate feedback from clients regarding ongoing projects or services

20%

Operational Support:

• Maintain and update opportunity pipeline in a timely manner use of Kytes and related tools
• Liaise with internal teams for any operational issues (e.g. offers, costing, proposals, etc.)
• Coordinate logistics for client visits, events, and virtual meetings
• Help organize internal and client-facing workshops or training sessions

20%