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Customer Engagement Manager (CEM) at Amdocs, Inc. in Atlanta, GA

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Description

Job ID:57574 
Required Travel :Minimal 
Managerial - Yes 

Who are we?

If you’re a smartphone user then you are part of an ever more connected and digital world. At Amdocs, we are leading the digital revolution into the future. From virtualized telecommunications networks, Big Data and Internet of Things to mobile financial services, billing and operational support systems, we are continually evolving our business to help you become more connected. We make sure that when you watch a video on YouTube, message friends on SnapChat or send your images on Instagram, you get a great service anytime, anywhere, and on any device. We are at the heart of the telecommunications industry working with giants such as AT&T, Vodafone, Telstra and Telefonica, helping them create an amazing new world for you where technology is being used in amazing new ways every single day.

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.

What will your job look like?

  • You will be responsible for Release Management and  Program Management for Amdocs Operations
  • You will manage Pre and Post-production support for Ensemble Back end applications (AR, Collections , Billing,Usage ), including its OGS (Tier 1/2), Operations Support, deployment and UAT testing  support.
  • You will manage Overall Monitoring and operations Activities of our manage services.
  • You will identify customer needs and challenges and translate them into business opportunities.
  • You will represent the customer in the solution design.
  • You will be responsible for delivery on commitment management, encompassing scope, budget, time and quality
  • You will be responsible for Release Management and  Program Management
  • You will manage Post-production support for Ensemble Back end applications (AR, Collections , Billing,Usage ), including its OGS (Tier 1/2), Operations Support, deployment and UAT testing  support.
  • You will ensure high internal collaboration  and challenge the service partner on customization requests (CR) estimates and drives for improved efficiency and EBIT
  • You will establish communication and governance channels with the customer to address opportunities and issue in a timely and proactive manner.
  • You will work with the customer to set expectations for implementation and delivery.
  • You will meet and exceed customer expectations by managing smooth implementation and excellent delivery experience (measured by Customer Satisfaction (CSAT)
  • You will 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).
  • You will plans / maintain the estimates and resource plan for the onsite, customer-side project aspects.
  • You will manage the business plan to ensure budget and margins are controlled.

All you need is...

  • You will be working within an extremely diverse and multi-cultural environment, and a fast growing and dynamic organization
  • You will be leading projects for market leading software solutions for the telecommunications industry.
  • You will work on international projects, and will be provided with the opportunity to work closely with market leading telecom companies.

Why you will love this job?

           

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