Customer Engagement Manager

Who are we looking for?

Customer Engagement Manager: 15+ years of experienceWe are seeking an accomplished and strategic Customer Engagement Manager to join our dynamic team providing technology & operation support services to key strategic customers in the Hi-Tech space. In this pivotal role, you will be responsible for managing $25 Mn to $50 Mn P&L & driving the execution of our strategic delivery initiatives providingTechnology services & operation support to our customers. This will be a global role & you will be expected to manage Customer Relationships across Business organizations such as Sales, Services, Finance and Marketing organizations with global engagements spanning over 500+ employees spread across multiple regions – APJ, Europe, AMS including LatAM countries. It is designed for an individual with a robust background in technology service delivery and a passion for driving innovation within vertical industries. The successful candidate will be responsible for overseeing the execution of technology services for a range of clients, ensuring that delivery is aligned with the business goals and objectives. This position demands a forward-thinking individual who can cultivate relationships with stakeholders, enhance operational efficiency, and harness advanced technology solutions to deliver exceptional service outcomes. Your expertise will not only enable our clients to achieve their crucial goals but will also advance our commitment to quality, integrity, and customercentric service. If you have a proven track record in leading technology service initiatives and are eager to contribute to a culture of excellence, we invite you to apply and help us redefine the landscape of technology delivery for our esteemed clientele

Responsibilities:

• Lead the global delivery efforts for Strategic client accounts, manage end-to-end service, ensuring alignment with business objectives with Revenue as the primary Goal.

• Responsible for management & growth of strategic accounts generating $25 to $50 Mn annually with 500+ employees

• Develop and maintain strong Customer relationships with clients, acting as the main point of contact for project-related inquiries and escalations

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• Establish good governance with Executive Clients on multiple factors including strategic, operational and tactical parameters.

• Identify growth opportunities proactively and work with the Delivery Heads and Client Partner to convert them into key wins

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• Oversee project management processes, ensuring timely delivery of services and adherence to quality standards.

• Develop and implement strategic plans to enhance service delivery and drive continuous improvement.

• Collaborate with internal teams to design and implement solutions that enhance client satisfaction and drive service improvement.

• Analyze account performance metrics to identify areas for growth and optimization within service delivery.

• Manage budgets and financial aspects of client accounts, ensuring profitability and cost-effectiveness in service delivery.

• Analyze market trends and client feedback to inform service enhancements and innovation.

• Facilitate regular account reviews and performance meetings with clients to discuss progress, feedback, and strategic initiatives

.Requirements:

• Proven track record of managing global client accounts with demonstrated success in achieving business objectives.

• Strong understanding of technology trends, best practices, and innovation strategies within various industry verticals

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• Proven ability to manage multiple projects simultaneously in a fast-paced environment

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• Experience in budget management and financial reporting for large-scale projects

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• Demonstrated problem-solving skills and a proactive approach to addressing challenges.

• Ability to analyze data and metrics to inform decision-making and enhance service delivery.

• Ability to work collaboratively in a fast-paced, multicultural environment while managing multiple priorities.

Behavioral Skills:

• Exceptional communication and interpersonal skills, with the ability to influence and negotiate effectively at all levels

• Ability to communicate clearly and confidently with senior executives, tailoring the message to their level of understanding and business priorities

• Proactively develop strong, trusted relationships with executive stakeholders, both within the organization and with clients

Qualification:

• Bachelor's degree in Business, Information Technology, or a related field; Master's degree preferred.

• Minimum of 15 years of experience in technology service delivery or related roles, with at least 8 years in a leadership capacity.