Engagement Manager  Job Description :   Job Title : Engagement Manager  Department : Service Delivery - Engagement Management  About The Position :   As part of the Service Delivery team, the Engagement Manager is responsible for scoping, leading, and ensuring the success of [24]7 solutions deployments across the [24]7 product suite for our enterprise customers in the Asia-Pacific Region.   The Engagement Manager will manage the client relationship and the overall implementation engagement from the Delivery perspective, and will ensure we deliver customer satisfaction and business success at the end of the engagement. The Engagement Manager will also work with the [24]7 Account Management and Optimization teams to identify and support developing up-sell and cross-sell opportunities, in order to expand [24]7's footprint.   To this end, the Engagement Manager has to efficiently operate at and communicate with a wide range of internal and external levels, from Engineers and individual contributors to Management (e.g., Directors, Managing Directors, VPs), which will also require considerable face-to-face time with clients during each implementation engagement.   Responsibilities :   - Manage [24]7 end-to-end [24]7 enterprise solution implementations.  - Manage the relationship with the client throughout the project duration and acting as the main point of contact between [24]7 and client organization.  - Ensure the services delivered to the client are conform to what has been contractually agreed and monitoring the delivery of said services against agreed schedule, quality, scope and budget.  - Manage cross-functional Service Delivery technical teams (User Experience, Business Analysis, Development and QA) responsible for deploying [24]7 solutions, assuring client success and acceptance of system performance.  - Acting as the escalation point when issues arise with resources / services and managing any dispute or conflict.  - Work with and support the Sales and Pre-sales teams on sales calls and deployment scoping.  - Supporting and executing per account plans, as well as develop processes to achieve strategic goals by driving greater ROI and identifying enhanced up-sell opportunities.  - Methodically collect and provide product feedback from field and clients to the Engineering and Products teams to improve overall product performance.   - Collaborate with the Service Delivery leadership and peer teams, in order to enhance and establish delivery process for existing and new solutions with the goal of increasing efficiency and scalability.  - Provide mentorship and coaching to more junior Engagement Management colleagues as the team grows.  Requirements :   - Bachelor's degree or foreign equivalent in Engineering or related field.  - 8+ years of experience successfully managing complex, enterprise software deployment / implementations for Global organizations.  - Exceptional communication (verbal and written), project management, analytical, organizational, technical and leadership skills to manage client engagements and internal resources (both remote and local) in order to provide premier customer service.  - Ability to develop business relationships and negotiate with clients and internal resources.  - Ability to understand and communicate complex technical concepts and business issues verbally and in writing to clients, associates and management.  - Experience developing and managing client relationships.  - Travel approximately 50% of the time.  Pluses :   - Experience with Contact Center, Telco and Web concepts and architectures.  - Prior Big 5 (or similar) consulting experience managing technology implementations.  - Chat / IVR / VXML / Speech enterprise solution / project management experience.  - Project Management Certifications.  - MBA.

Bangalore

24/7 - Engagement Manager - Service Delivery 

24/7 - Engagement Manager - Service Delivery  ,Job Description for 24/7 - Engagement Manager - Service Delivery  in Innovation Labs in  Bangalore for (9-10) years of experience. Apply Now!

Job Description for 24/7 - Engagement Manager - Service Delivery  in Innovation Labs in  Bangalore for (9-10) years of experience. Apply Now!