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 periodically update all opportunities at Salesforce.com. Follow the OEA process and guidelines.
- Build relationships with Key Decision Makers as well as Users.

Customer Satisfaction

- Manage customer satisfaction and ensure high customer satisfaction.
- Ensure Client Sign-Off and acceptance are in place for every delivery.
- Obtain customer satisfaction feedback post SRS / Functional Specification and UAT for every implementation (new and existing customers).

Customer Retention

- Ensure delivery and demonstrate the value proposition by leveraging industry best practices and thereby retain the account over competition.

Implementation





- Responsible for end-to-end delivery, taking over from Presales immediately after receipt of the customer order through the Hand-off process, including all project sign-offs and site Go-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 invoices, and collection of payment from the customer as per the agreed terms and timelines.

Qualification and Experience

- MBA and/or Engineering from a premier institute.
- 6-12 years of experience with 45+ 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 working 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 cross-functional teams.
- Proactively maintain existing relationships and leverage them 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.
- Robust customer focus and ability to establish and maintain effective working relationships at all levels.

📌 Engagement Manager (Noida)
🏢 Newgen
📍 Noida