Description

Job Title
CX Engagement Manager

Location (s)
Cochin

Years of Experience
13-15years

Job Description

-
- Role: CX Engagement Manager
- Role Purpose
- Drive CX-led growth and engagement by owning RFPs, deal shaping, and account mining, while acting as the primary CX interface to customers and providing governance support to delivery. The role ensures integrated CX solutions through close collaboration with UI, UX, and Mobile Practice Leads.

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- Key Responsibilities
- 1. Growth & Pre-Sales
- • Own end-to-end RFP / RFI / proposal responses
- • Lead deal shaping with Sales, Region Heads, and Account Executives
- • Co-create integrated CX solutions with UX, UI, and Mobile Practice Leads
- • Drive account mining and pipeline growth within existing accounts
- 2. Client Engagement
- • Act as L1 CX front-end for customers and build senior stakeholder relationships
- • Position experience-led digital transformation solutions
- • Conduct capability demonstrations and technical presentations to customers,



showcasing the Software Practice division’s strengths and solutions.
- • Present a unified CX narrative by aligning UX, UI, and Mobile perspectives
- 3. Delivery Oversight
- • Provide management support to CX engagements in accounts
- • Maintain solid communication with customers to gather feedback, address concerns, and drive continuous improvement in service offerings.
- • Monitor performance, track KPIs, and ensure high levels of customer satisfaction.
- • Align delivery with proposed solution across UX, UI, and Mobile streams
- • Support governance, escalations, and engagement health tracking
- 4. Program Management
- • Lead/oversee:
- o Estimation and solution sizing (with practice
- • Act as the integration layer across CX sub-practices (UX, UI, Mobile)
- • Drive cross-functional alignment across Sales, Delivery, and Practice teams
- • Collaboration: Effectiveness with UX/UI/Mobile Practice Leads
- • Execution: Quality of solutions, governance effectiven

📌 CX Engagement Manager (India)
🏢 IBS Software
📍 India