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 account's 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 customer's 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 customer's 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:

1. 15 years in the SW development and project implementation domain within Telco/relevant industry
2. Strong background in delivery and deployment of large-scale project builds
3. Excellent project management skills
4. Strong customer facing capabilities
5. Wide business knowledge and technical expertise (also covering Amdocs portfolio)
6. Proven ability to build strong relationships - both internally and externally
7. Operational experience a plus

Credentials

1. Bachelor's degree in relevant professional track (engineering, computer sciences, mathematics), advanced degree is an advantage
2. 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 fostering a diverse and inclusive workforce