Job Title: Engagement Manager
Employer: EMC – Nigeria
Responsibilities:
• Lead client engagement and adoption of EMC solutions, managing clients engagement through pre & Post Product Sales Support, Product Scoping and Requirements Planning, Deployment and Onboarding, Training/Product Adoption, User Feedback/Needs Analysis and Ongoing engagement Management in ensuring MTN realizes utmost benefit on her investment
• Take and manage all escalation and channeling appropriately within necessary team in EMC to ensure overall customer satisfaction by achieving timely resolution of any incident
• Maintain contact and communication with all project team members and other participants to ensure conformance with requirements of each project(s) and client user expectations. Communicating effectively in both verbal (i.e. day-to-day discussions, team meetings) and written (requirements and design specifications) form
• Evaluate and summarize weekly project(s) and post implementation support reports, identifying successful completions of milestones and deliverables, change management process and any problems or issues and any follow-up action required. Communicates status, issues and risks effectively to client and internal team members
• Create and maintain strong, resilient relationships with individuals at a variety of levels at the client organization and within internal teams inside of EMC
• Implement strong program management practices (Change Requests, Issue Management, Risk Management and Decision Tracking) and contributes to EMC standard client implementation methodologies and management best practices
• Assist sales team during opportunity assessment and proposal phases of the service delivery process, particularly as it relates to deployment approach, timeline and deliverables
• Participate in sales presentations and customer calls, facilitate customer demos and participate in functional and technical client meetings
• Work cross functionally across the organization to gather feedback and requirements from end users with a focus on analytics and process
• Meets client commitments on-time and provides high-quality client-centric service
• Assist internal and external users/customers in using products and resolving/escalating user and technology problems
• Effectively manages the day-to-day team activities to achieve both client and EMC objectives
• Be the bridge between business and technology to ensure client satisfaction as it relates to EMC Solutions
• Plan, share plans with Account team and report on various achievements.
Desired Skills and Experience:
Required skills and experience:
• Diverse background in IT (hands-on and team management, across technologies)
• Previous experience with managing delivery projects – liaison between PM, delivery, business
• Strong communication and presentation skills
• Previous experience in working with customers (mapped at senior level)
• Proficient in reporting and project reporting tools
• Local market knowledge and previous experience are required
Eligibility to work in Nigeria (no visa sponsorship)
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