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Engagement Manager

Chennai, TN
Job Code:
  • IT
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Job Details

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 definitionBusiness Acts as a SPOC between the Customer and Newgen (both delivery and account management teams)Positioning Newgens 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 the OEA process and guidelines.Build relationship with Key Decision Makers as well as Users.Manage customer satisfaction and ensure high customer satisfaction.Ensure for every delivery Client Sign-Off and acceptance are in placeObtain customer satisfaction feedback post SRS / Functional Spec and UAT for every implementation (new and existing customers, both)Ensure delivery and demonstrate the value proposition by leveraging industry best practices and thereby retain the account over competition.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.Billing/ Contracting/ Raising of bill/Collection of Payment from the customer as per the agreed terms and timeline.
Degree: MBA/ PGDM

Additional Degree: BA (Arts) | B.Com. (Commerce) | B.Pharm. (Pharmacy) | B.Plan. (Planning) | B.Sc. (Science) | BBA/ BBM/ BBS | BCA (Computer Application) | Diploma-Other Diploma | B.Ed. (Education) | BHM (Hotel Management)

Experience: 6-10


Client Servicing | Relationship/Account Servicing
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