Customer Engagement Manager (CEM)
Customer Engagement Manager (CEM)
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1 Vacancy
Job Description
Job ID: 195449
Required Travel :Minimal
Managerial - Yes
Location: :Philippines - BGC (Amdocs Site)
Who are we
Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services we unlock our customers innovative potential empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our approximately 30000 employees around the globe are here to accelerate service providers migration to the cloud enable them to differentiate in the 5G era and digitalize and automate their operations. Listed on the NASDAQ Global Select Market Amdocs had revenue of $4.89 billion in fiscal 2023.
In one sentence
The Customer Engagement Manager (CEM) is responsible for managing the overall successful implementation of customer-facing activities to fulfill the requirements of customer agreements. He/she maintains close engagement with the customer to drive the accounts delivery activity and business growth. Reporting to the CBE the CEM is also responsible for being the customer voice within Amdocs.
What will your job look like
Key responsibilities
Delivery on commitment management (scope budget time quality):
- Release Planning
- Program Management
- Requirements Management
- Post-production support including OGS (Tier 1/2) Infra Operations Support training deployment and testing UAT (responsibility and scope may vary from project to project and may not apply in a MS deal)
- Quality assurance initiatives
- Ensures high internal collaboration
- Challenges Service partner on customization requests (CR) estimates and drives for improved efficiency and EBIT
- Manages critical production problems including those significantly impacting operations or external customer experience to full resolution
- Assumes end to end responsibility for product/solution once installed as per contract.
Customer engagement management:
- Establishes communication and governance channels with the customer to address opportunities and issues in a timely and proactive manner.
- Works with the customer to set expectations for implementation and delivery.
- Meets and exceeds customer expectations by managing smooth implementation and excellent delivery experience (measured by Customer Satisfaction (CSAT) survey and Exceeding Customer Expectation (ECE) measurements).
- A customer trusted advisor and an expert. A person who understands the customers technical and business needs and also is familiar with the solutions Amdocs has to offer to solve the customer needs.
- Accountable for resolving day-to-day implementation and close collaboration with CSU on operation issues.
- Represents the customers voice within Amdocs.
- Drives the value validation process (evaluation of the value of the product / project sold after and sometimes during implementation whether it is the same value as expected during the sales process).
Business plan management:
- Plans / maintains the estimates and resource plan for the onsite customer-side project aspects.
- Manages the business plan to ensure budget and margins are controlled.
- Strives to improve EBIT by increasing efficiency aligned with the CBE EBIT improvement plans.
Growth enablement:
- Identifies customer needs and challenges.
- Translates customer needs into business opportunities.
- Represents the customer in the solution design.
- Socializes with key stakeholders on the customer side.
- Supporting reference site visits.
- Meets specific EBIT targets (main focus) and growth opportunity identification aligned with the CBE and SP.
- Proactively provides input for future product versions engaging the relevant Product Manager.
On site team management:
- Creates the organizational structure to support organizational goals and client needs leads onsite and in some cases off site teams and is accountable for people care engagement motivation and management of those within his or her team.
All you need is...
Critical Experiences
- 15 years in the SW development and project implementation domain within Telco / relevant industry
- Strong background in delivery and deployment of large-scale projects builds
- Excellent project management skills
- Strong customer facing capabilities
- Wide business knowledge and technical expertise (also covering Amdocs portfolio)
- Proven ability to build strong relationships both internally and externally
- Operational experience a plus
Credentials
- Bachelors degree in relevant professional track (engineering computer sciences mathematics) advanced degree is an advantage
- PMP Certification is a plus
Why you will love this job:
Work within a very diverse and multi-cultural environment and a fast growing and dynamic organization!
Lead projects for market leading software solutions for the telecommunications industry.
Work on international projects and will be provided with the opportunity to work closely with market leading telecom companies!
Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to encouraging a diverse and inclusive workforce.
Required Experience:
Manager
Employment Type
Full Time
