Position: Sr./Engagement Manager /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. /n Role definition: /n Business /n /n

- Acts as a SPOC between the Customer and Newgen (both delivery and account management teams)

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- Positioning Newgen's Product and/or services to the customers.

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- Identify continuous growth opportunities for new business as per account expansion target.

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- Execution of ongoing engagement such as implementation, change request, renewal of ATS / AMC, additional resource deployment, additional licenses and additional process deployment.

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- Work with Delivery Head and CRM in reviewing the progress of ongoing implementation, current business opportunities and the Booking-Billing-Collection figure as per account expansion target.

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- Get actively involved in activities related to mining cases for a specific client including POC and Demos as necessary.

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- Build proposals for the new opportunities and involve CRM / Business Head, as needed.

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- Create, review and periodic update of all opportunities at Salesforce.com.

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- Follow the OEA process and guidelines.

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- Build relationship with Key Decision Makers as well as Users.

/n /n Customer Satisfaction /n /n

- Manage customer satisfaction and ensure high customer satisfaction.

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- Ensure for every delivery Client Sign-Off and acceptance are in place.

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- Obtain customer satisfaction feedback post SRS / Functional Spec and UAT for every implementation (new and existing customers, both)

/n /n Customer Retention /n /n

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

/n /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.

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- Lead or step in as a System Analyst, whenever required.

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- Manage and participate in operational issues related to a specific engagement in terms of technical and delivery issues.

/n /n Collection /n /n

- Billing/ Contracting/ Raising of bill/Collection of Payment from the customer as per the agreed terms and timeline.

/n /n Qualification and Experience /n /n

- MBA and/ or engineering from a premier institute.

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- 6 to 12 years of Exp and having 4-5+ Years of POST MBA experience in Delivery, Project management, Client Engagement or Presales.

/n /n Skill Set Required /n /n

- Knowledge of system integration issues

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- Knowledge of estimation, planning, project management, budgeting and quality assurance as it relates to ECM/ BPM practices

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- Strong customer orientation and ability to establish and maintain effective work relationships at all levels. Reports to

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- Ability to gather and analyze data and draw logical conclusions.

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- Thorough understanding of Project Management methodologies and tools.

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- Good analytical capabilities and excellent time management skills.

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- Excellent oral and written communication skills including presentation skills.

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- Must be comfortable working with and cross-functional teams.

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- 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

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- Ability to coordinate and prioritize customer requests with the assistance of other managers to ensure the highest level of service possible to the customer.

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- Strong customer Focus & Ability to establish and maintain effective work relationships at all levels.

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📌 Senior Engagement Manager (Noida)
🏢 Newgen Software
📍 Noida