Senior Engagement Manager

Job description

Position: Sr./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. Reports to • 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.