Engagement Manager

Newgen Software Inc.; Dadri; On-site; INR 2,800,000 - 4,600,000; Full time

Job summary

Newgen Software Inc. seeks an experienced delivery and account management professional based in Uttar Pradesh to act as the single point of contact for named customers.

You will drive value delivery, manage engagements, and identify expansion opportunities through strong relationships with CRM, Delivery Head, and key business units. Responsibilities include end-to-end delivery ownership, governance of ongoing projects, and proactive proposals for renewals and additional licenses.

Qualifications

• MBA and/or engineering from a premier institute.
• 8 to 12 years of experience with 4-5+ years post-MBA in delivery, project management, client engagement or pre-sales.
• Excellent ability to manage relationships with key decision makers and users.

Responsibilities

• Act as SPOC between customer and Newgen delivery and account teams.
• Position Newgen’s product/services and identify growth opportunities.
• Execute ongoing engagements: implementations, change requests, renewals, and expansions.
• Collaborate with Delivery Head and CRM to review progress and bookings.
• Build proposals for new opportunities and maintain Salesforce opportunities.
• Ensure customer satisfaction and obtain sign-offs post-deliveries.
• Retain accounts by delivering value and differentiating from competition.
• Lead end-to-end delivery from order receipt to site go-live.
• Oversee collection activities and adherence to terms.

Skills

Customer engagement

Account management

Delivery leadership

Pre-sales support

Proposal development

Relationship management

Communication skills

Time management

Cross-functional

Education

MBA or Engineering

Tools

Salesforce

Job description

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.

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.

Qualification and Experience

• MBA and/ or engineering from a premier institute.
• 8 to 12 years of Exp and having 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 work relationships at all levels. Reports to
• 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.