Newgen - Engagement Manager

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 4-5+ 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.

- Strong customer focus and ability to establish and maintain effective working relationships at all levels.