Manager - Strategic Accounts

Position Overview

The Engagement Manager (EM) is responsible for managing relationships with named customers, ensuring the delivery and demonstration of our value proposition by leveraging industry best practices in BPM (Business Process Management) and ECM (Enterprise Content Management) domains. The EM works closely with CRM and Delivery Heads to achieve business goals and targets.

Key Responsibilities

Business Management

• 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 effectively to customers.
• Identify continuous growth opportunities to meet account expansion targets.
• Manage ongoing engagements including implementation, change requests, renewal of ATS/AMC, resource deployment, additional licenses, and process expansions.
• Collaborate with Delivery Head and CRM to review progress on implementations, new business opportunities, and financial targets (Booking, Billing, Collection).
• Engage actively in client mining activities such as POCs and demos.
• Develop proposals for new opportunities involving CRM and Business Heads as needed.
• Maintain and update all opportunities in Salesforce.com periodically.
• Adhere to OEA processes and guidelines.
• Build and nurture relationships with key decision makers and users.

Customer Satisfaction

• Manage and ensure high levels of customer satisfaction.
• Obtain client sign-offs and acceptance for every delivery milestone.
• Collect customer feedback post-SRS/Functional Specifications and UAT for all implementations.

Customer Retention

• Demonstrate and deliver value propositions using industry best practices to retain accounts and outpace competition.

Implementation

• Take ownership of end-to-end delivery immediately after order receipt, including the handoff process, project sign-offs, and site go-live dates.
• Lead or support as a System Analyst when necessary.
• Manage and resolve operational issues related to specific engagements, including technical and delivery challenges.

Billing and Collections

• Oversee billing, contracting, raising invoices, and collection of payments as per agreed terms and timelines.

Qualifications & Experience

• MBA and/or Engineering degree from a premier institute.
• 6 to 12 years of overall experience, including 4-5+ years post-MBA experience in delivery, project management, client engagement, or presales.

Required Skills

• Strong knowledge of system integration challenges.
• Expertise in estimation, planning, project management, budgeting, and quality assurance related to ECM/BPM domains.
• Strong customer orientation with the ability to build and maintain effective relationships at all organizational levels.
• Analytical skills with the ability to gather and interpret data to draw logical conclusions.
• Comprehensive understanding of project management methodologies and tools.
• Excellent time management and organizational skills.
• Exceptional oral and written communication, including presentation capabilities.
• Comfortable working across cross-functional teams.
• Proactive relationship management to develop a sales pipeline and increase company visibility within accounts.
• Ability to prioritize and coordinate customer requests to provide the highest service levels.
• Strong customer focus and relationship-building skills.

Reporting

• Reports to Delivery Manager