Manager - Strategic Accounts

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.