Engagement Manager (Noida)

Newgen; Dadri; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Newgen in India is seeking an experienced Account Manager to oversee named customers, deliver value through BPM/ECM best practices, and align with CRM and Delivery Head to meet business goals. You will act as the SPOC between the customer and Newgen, position our products, drive growth opportunities, manage engagements from kickoff to go-live, and coordinate POCs, demos, renewals, and upsell opportunities.

Build proposals, maintain Salesforce opportunities, and cultivate relationships with key

Qualifications

• MBA or Engineering from premier institute.
• 6–12 years of experience in Delivery, PM, Client Engagement, or Presales.
• Experience in BPM/ECM domain.
• Strong customer orientation and relationship management.

Responsibilities

• Act as SPOC between the Customer and Newgen (delivery and account management teams).
• Position Newgen's products and/or services to the customers.
• Identify continuous growth opportunities for account expansion targets.
• Execute ongoing engagements: implementation, change requests, renewals, additional resources, licenses, and process deployments.
• Collaborate with Delivery Head and CRM to review progress on ongoing implementation and bookings.
• Involve in activities related to mining cases for a client including POC and demos as needed.
• Build proposals for new opportunities with CRM/Business Head involvement.
• Create, review, and update opportunities in Salesforce following the OEA process.
• Build relationships with Key Decision Makers and Users.
• End-to-end delivery ownership from order receipt to go-live, stepping in as System Analyst when required.
• Manage operational issues related to a specific engagement.
• Billing, contracting, invoicing, and collection per agreed terms and timelines.

Skills

Customer orientation

Communication skills

Project management

Analytical skills

Time management

Cross-functional teamwork

Sales pipeline

Stakeholder management

Education

MBA

Engineering

Tools

Salesforce

Job description

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.