Senior Engagement Manager (Aligarh)

Position: Sr./Engagement Manager

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 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 .
• 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 (current 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 .