Newgen - Engagement Manager

Engagement Manager

Reports to : Delivery Manager or CRM

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.

Qualification and Experience :

- MBA and/ or engineering from a premier institute.

- 4 + years of overall experience including post MBA experience of 3+ Years in Delivery, Account Management, account mining, Project management, Client Engagement or Presales.

- Identify new sales opportunities within existing accounts by up-selling and cross-selling.

- Must have experience in Key account management (Account Retention, Sales, Supply, Service, Payment Collection, Increasing Profitability)

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 work 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 and cross-functional teams.

- 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

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

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 periodic update of all opportunities at Salesforce.com.

- Follow the OEA process and guidelines.

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

Customer Satisfaction:

- Manage customer satisfaction and ensure high customer satisfaction.

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

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

Customer Retention:

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

Implementation:

- 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.

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

Work Location : Noida