Engagement Manager (Noida)

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 45+ 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. - Robust customer focus and ability to establish and maintain effective working relationships at all levels. .