Engagement Manager
Company: NETMAGIC IT SERVICES PRIVATE Limited
Experience: 8 – 13 yrs
Location: Bengaluru
Job Description:
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:
1.The role will be primarily responsible for ensuring delivery of contractual services to Netmagics customer as per define scope and SLA for premium customers of Netmagic.
2.The role will effectively front end and manage critical incidents and customer escalation by involving appropriate stakeholder from both the organization.
3.The role will publish a monthly dashboard for services rendered by Netmagic to customer for contracted services.
4.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 :
9.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.
10.The role will drive towards closure of all risk highlighted by individual stake holders from both organization by informing and involving appropriate stake holders.
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
Keyskills:
engagement management Program Manager
Education:
UG: Any Graduate – Any Specialization
PG:Any Postgraduate – Any Specialization
