Customer Engagement Manager

Job ID: 105041 
Required Travel :Up to 50% 
Managerial - Yes 

Who are we?

At Amdocs, our purpose is to enrich lives and progress society. With our creativity and technology, we help make a better connected world. Amdocs and its 25,000 employees serve the leading players in the communications and media industry, enabling next-generation experiences in 85 countries. Our cloud-native, open and dynamic portfolio of digital solutions, platforms and services brings greater choice, faster time to market and flexibility, to better meet the evolving needs of our customers as they drive growth, transform and take their business to the cloud. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.1 billion in fiscal 2019.
 

Amdocs Media, the place to work:
Identity and Commerce is new unit created in Amdocs Media post acquisition of UXP Systems and Vindicia. 
UXP Systems' User Lifecycle Management (ULM) platform is the evolution of Digital Identity. Traditional Single Sign On (SSO) and Identity and Access Management (IAM) Solutions no longer cut it in the digital world. The entire lifecycle of each individual user needs to be managed across all services and all devices, powering companies to differentiate themselves and develop user relationships that last a lifetime. ULM powers digital identity as a strategic service as service providers transform to a seamless, digital world of entertainment, communications, and connected life services. 

With over 15 years serving the world’s top B2C brands, Vindicia has processed 940+ million transactions worth more than $38 billion. Behind all those transactions is data. Vindicia used that data to build insights—and algorithms—that make running a subscription business smoother. We call the way we use and share data subscription intelligence. Clients gain a view into what happened and why with their revenue, so they can make better pricing, promotion, and retention decisions. Vindicia contributes with Subscription Lifecycle Management to B2C businesses that rely on subscriptions and recurring revenue. Vindicia´s platform helps fuel growth across the entire subscription management lifecycle, delivering higher revenue at every stage.

We are searching for you: Amdocs is looking for an experienced software delivery professional to lead engagement programs for our very important clients, representing the Customer Engagement Manager.


For more information, visit Amdocs at http://www.amdocs.com
 

Overview

In this role, you will work directly with our clients to deliver on post-sales success with our product. You will coordinate all client engagement activities and projects, and you will be responsible for defining and managing the scope of those projects from requirements gathering through to successful implementation.
Within Amdocs, you will be the advocate for your clients by ensuring that both the right work is getting done effectively and efficiently, and, outside of Amdocs, you will be turning our clients and partners into advocates by ensuring a strong working relationship between our teams and theirs.

You will work with delivery engineers who will help to deliver on client projects utilizing our product and will act as a technical resource on client engagements. Make no mistake, though, you'll need strong product knowledge and a technical understanding to match the necessary project and account management skills required to succeed in this role.

This Product will be your prime focus:

MarketONE is a new platform that consists of 3 main functionality pillars that interact with each other to deliver remarkable business value for telco and content service providers:
• Partner Lifecycle Management (PLM) pillar is targeted to bridge the long tail of digital partners to the telco service providers. The platform exposes a set of capabilities for both partners and service providers to be able to onboard, manage their financial transactions and be able to review and maintain their payouts and settlements. PLM is also the interface that is responsible for managing creating the user at the partner backend with prebuilt integrations.
• Subscription Lifecycle Management (SLM) pillar provides complete subscription management with support for variety of recurring models, offers, promo codes. SLM Supports Campaigns, promotions, loyalty and “Pay on bill” options, offers Business, Finance and Summary Reporting and dashboards. SLM is secure - PCI Level I Service Provider compliant and SSAE 16 audited annually and supports 90+ Global payment methods.
• User Lifecycle Management (ULM) pillar provides Robust user-centric data & entitlement platform to manage every individual. It provides Patented group management and household sharing capability, to delegate & revoke granular access. In addition, ULM can provide Powerful, identity and access management platform that delivers multi-factor Auth/N & Auth/Z and Privacy and consent management module capturing consent at a user level.
 

What will your job look like?

Delivery on commitment management (scope, budget, time, quality):
•    Promote the SaaS principles and product features
•    Excelling time to market, program management KPI’s and agile methodology
•    Drive Program and Requirements Management, Release Planning, and transition to Post-production support, training, deployment and testing, UAT (responsibility and scope may vary from project to project and may not apply in a MS deal)
•    Drive quality assurance initiatives and ensure a high level internal collaboration 
•    Be a challenger for positive change by partnering on customization requests (CR) estimates and drives for improved efficiency and EBIT.
•    Manage critical production problems including those significantly impacting operations or external customer experience to full resolution. This includes assuming end to end responsibility for product / solution once installed as per contract.

Customer engagement management: 
•    Lead and manage multiple accounts and projects
•    Establish communication and governance channels with the client to address opportunities and issues in a timely and proactive manner. This includes working with the customer to set expectations for implementation and delivery.
•    Successfully meet and exceed customer expectations by managing smooth implementation and excellent delivery experience (measured by Customer Satisfaction (CSAT) survey, and Exceeding Customer Expectation (ECE) measurements). 
•    As a trusted advisor and specialist, you will understand the client’s technical and business needs while aligning with the solutions Amdocs has to offer to solve the customer needs. You will represent “the customer’s voice” within Amdocs and drive 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).
•    Be accountable for resolving day-to-day implementation and close collaboration with Customer Support Units on operation issues.
•    Manage escalations and conflicts effectively to reach common goals and objectives

Business plan management:
•    Plan and maintain the estimates and resource plan for the onsite as well as customer-side project aspects.
•    Lead the business plan to ensure budget and margins are controlled.
•    Strives to improve EBIT by increasing efficiency, aligned with improvement initiatives.  
Growth enablement: 
•    Identify customer needs, challenges, and translate customer needs into business opportunities. Represent the customer in the solution design, socializing with key customer partners, and supporting site visits. 
•    Meet specific EBIT targets (main focus) and growth opportunity identification corresponding with the Customer Business Executives and Service Partners
•    Proactively provide input for future product versions, engaging the relevant Product Manager. 

Team management: 
•    You will manage evolving organizational structure to support organizational goals and client needs, leading onsite and in some cases off site teams. You are accountable for people care, engagement, motivation and management of those within the team. 

All you need is...

•    10 years of experience in the SW development and project implementation domain within Telco / relevant industry
•    Strong background in delivery and deployment of large scale projects 
•    Excellent project management skills and strong customer facing capabilities
•    Wide business knowledge and technical expertise with a proven ability to build positive relationships – both internally and externally 
•    Bachelor’s degree in relevant professional track (engineering, computer sciences, mathematics); advanced degree is an advantage
•    PMP and / or Scrum certification and SaaS experience is a plus 

Why you will love this job:

•    Work with great global player clients, delivering a cutting edge product on the latest technology stack.
•    Use industry-leading insights to drive delivery and business growth on a massive scale. 
•    Be a key member of a global, yet dynamic and highly collaborative team with various possibilities for personal and professional development 
•    Work in a multinational environment for the global market leader in its field!
•    We provide stellar benefits from health to dental to parental leave and even pet insurance!

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce                      

Company
Amdocs Inc
Posted
04/19/2021
Location
Toronto, ON, CA