Job Description Position: Sr./Engagement Manager
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n Nature of work:
n 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.
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n Role definition:
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n Business
n n Acts as a SPOC between the Customer and Newgen (both delivery and account management teams)
n Positioning Newgen’s Product and/or services to the customers.
n Identify continuous growth opportunities for new business as per account expansion target.
n Execution of ongoing engagement such as implementation, change request, renewal of ATS / AMC, additional resource deployment, additional licenses and additional process deployment.
n 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.
n Get actively involved in activities related to mining cases for a specific client including POC and Demos as necessary.
n Build proposals for the recent opportunities and involve CRM / Business Head, as needed.
n Create, review and periodic update of all .
n Follow the OEA process and guidelines.
n Build relationship with Key Decision Makers as well as Users.
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n Customer Satisfaction
n n Manage customer satisfaction and ensure high customer satisfaction.
n Ensure for every delivery Client Sign-Off and acceptance are in place.
n Obtain customer satisfaction feedback post SRS / Functional Spec and UAT for every implementation (new and existing customers, both)
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n Customer Retention
n n Ensure delivery and demonstrate the value proposition by leveraging industry best practices and thereby retain the account over competition.
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n Implementation
n n 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.
n Lead or step in as a System Analyst, whenever required.
n Manage and participate in operational issues related to a specific engagement in terms of technical and delivery issues.
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n Collection
n n Billing/ Contracting/ Raising of bill/Collection of Payment from the customer as per the agreed terms and timeline.
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n Qualification and Experience
n n MBA and/ or engineering from a premier institute.
n 6 to 12 years of Exp and having 4-5+ Years of POST MBA experience in Delivery, Project management, Client Engagement or Presales.
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n Skill Set Required
n n Knowledge of system integration issues
n Knowledge of estimation, planning, project management, budgeting and quality assurance as it relates to ECM/ BPM practices
n Strong customer orientation and ability to establish and maintain effective work relationships at all levels. Reports to
n Ability to gather and analyze data and draw logical conclusions.
n Thorough understanding of Project Management methodologies and tools.
n Good analytical capabilities and excellent time management skills.
n Excellent oral and written communication skills including presentation skills.
n Must be comfortable working with and cross-functional teams.
n 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
n Ability to coordinate and prioritize customer requests with the assistance of other managers to ensure the highest level of service possible to the customer.
n Strong customer Focus & Ability to establish and maintain effective work relationships at all levels.
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