Manager - Strategic Accounts

Role Definition - Manager - Strategic Accounts

Business Responsibilities

Act as the Single Point of Contact (SPOC) between the customer and Newgen’s delivery and account management teams.

Position Newgen’s products and services to customers effectively.

Identify continuous growth opportunities to meet account expansion targets.

Manage ongoing engagements including implementation, change requests, renewals of ATS / AMC, additional resource deployment, licenses, and process deployments.

Collaborate with Delivery Head and CRM to review progress of implementations, new business opportunities, and Booking-Billing-Collection figures aligned to account expansion targets.

Participate actively in mining new business cases for clients, including POCs (Proof of Concepts) and demos.

Develop proposals for new opportunities in coordination with CRM and Business Heads.

Maintain and update opportunities in Salesforce.com in compliance with the OEA (Opportunity Engagement and Account) process and guidelines.

Build and nurture relationships with key decision-makers and users.

Customer Satisfaction

Manage customer satisfaction ensuring high standards are met.

Obtain client sign-offs and acceptance for every delivery milestone.

Collect customer feedback post-SRS (Software Requirements Specification), Functional Specification, and UAT (User Acceptance Testing) for all implementations (new and existing customers).

Customer Retention

Ensure delivery and demonstrate the value proposition by leveraging industry best practices, thereby retaining accounts against competition.

Implementation

Responsible for end-to-end delivery, taking over from presales after order receipt, including hand-off process, project sign-offs, and site go-live dates.

Lead or act as System Analyst when required.

Manage and resolve operational issues related to technical and delivery aspects of specific engagements.

Collection and Billing

Manage billing, contracting, invoice raising, and payment collection as per agreed terms and timelines.

Qualifications and Experience

MBA and / or Engineering degree from a premier institute.

6 to 9 years of relevant experience with 4-5+ years post-MBA experience in Delivery, Project Management, Client Engagement, or Presales.