Engagement Manager
- Netmagic It Services
- 9 to 14 Yrs
- Noida, Gurugram
- 4 years ago
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Job Description
Dear Candidate,
We're Hiring for Engagement Manager
Roles & Responsibilities :
This role is bridge between Customer and Netmagic whose end objective is to improve customer satisfaction by delivering prime responsibilities of Netmagic as mentioned below:
Service Management
- The role will be primarily responsible for ensuring delivery of contractual services to Netmagic's customer as per define scope and SLA for premium customers of Netmagic.
- The role will effectively front end and manage critical incidents and customer escalation by involving appropriate stakeholder from both the organization.
- The role will publish a monthly dashboard for services rendered by Netmagic to customer for contracted services.
- Provide technical analysis and value added recommendations during the service reviews with the customer on monthly or quarterly basis.
Client Relationship
- The role will second level of escalation point after individual Service desk to resolve concerns or issues by involving appropriate stake holders from various departments (Viz. Sales, Order Management, Billing, Operations, etc.).
- This role will require regular stake holder mapping at various level within the client organization.
- This role will drive steering committee meeting (for identified strategic accounts) by involving appropriate stake holders from customer and Netmagic organization for operational issues or requirements, overall relationship management, discuss long term engagement plans, resolve any disputed contractual matters, etc
- This role will conduct Customer Satisfaction Survey and NPS survey in line with Netmagic process.
Governance, Risk & Compliance
- The role will ensure that committed SLAs and customer expectations are met by involving right stake holders. Constantly improve customer experience and eliminate the impact of transactional gaps that exist in delivering quality customer experience.
- This Role will closely work with customer on their IT infrastructure Innovation / Transformation
- For benefit of Customer to bring Innovation and Transformation in Customer IT infrastructure, this role will roll out Technical workshop on Netmagic Product and Service Portfolio for customer with involvement of other stake holders from Netmagic viz. Products, Solution Engineering, Operation Engineering, Sales, etc.
- Unearthing potential business opportunities for Netmagic services
- Prior experience of having managed a Customer Service and Support Environment in the IT domain ideally IT Infrastructure (minimum 5 years)
- Commercial know-how for various IT components that are deployed within the enterprise IT environment today
- Strong with data management and analysis using tools like MS Excel
This is a key role for customer engagement. Requires astute business sense. Flawless Communication and Presentation Skills. Assertive and initiative-taking.
Weightage for various skills expected in the person who will be shortlisted for the role:
- Technical (IT Infrastructure) - 60%
- Customer and Process Orientation - 20%
- Communication & Collaboration - 20%
- Worked in hosting / remote infra mgmt environment
- Has worked with large enterprise customer / accounts
- Service provider / ISP / telecom experience
Prior experience of having worked in customer service / support environment is a must
Regards,
Team HR
Employement Category:
Employement Type: Full timeIndustry: IT - Hardware / Networking
Role Category: Application Programming / Maintenance
Functional Area: Not Applicable
Role/Responsibilies: Engagement Manager
Contact Details:
Company: Netmagic It ServicesLocation(s): Noida, Gurugram
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Netmagic It Services
NETMAGIC IT SERVICES PRIVATE Limited Netmagic, an NTT Communications company, is India’s leading Managed Hosting and Cloud service provider, with 9 carrier-neutral, state-of-the-art data centers and serving more than 2000 enterprises globally. Headquartered i...
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