CEM Director: Jakarta - Amdocs- Greater Jakarta Area, Indonesia

CEM Director: Jakarta

Amdocs - Greater Jakarta Area, Indonesia

Job Description

CEM Director
General Description
The Customer Engagement Manager (CEM) is responsible for managing the overall activities carried out on the customer premises, while maintaining close engagement with the customer and driving the account’s delivery activity and business growth. Reporting to the CBE, the CEM is responsible for the end to end implementation and integration life cycle as well as for on-going Amdocs solution customer operations.
Such responsibilities would typically include the customer-side new project implementation management, new version deployment and ongoing support (OGS) activities. The CEM closely partners with the CDM to ensure smooth delivery.
The CEM is a core CBE team member on site. This person provides value to the customer by offering potential solutions according to the customer business needs. The CEM also leverages on positioning close to the customer to defend against competition.

Core Competencies
Project Management: The CEM must have strong delivery and program management skills, due to his/her responsibility for all implementation of customer facing activities
Customer Facing: It is critical that the CEM will be able to create engagement with all key players on site and translate his/her close positioning to the customer into business opportunities for Amdocs.
Service Orientation: The CEM is the customer’s contact person for all customer site activities; therefore, service skills are a must.
People Leadership: The CEM leads the onsite team of Amdocs people. This person should have broad leadership skills to maximize the onsite delivery team’s impact.

Main Roles and Responsibilities

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)
• Attempts to be a combination of 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 operation issues.
• Represents “the customer’s voice” within Amdocs.
• Drives Value Validation processes with

Business plan management and efficiencies
The CEM supports the CBE and the Sales team in
ensuring service profitability by:

• Building the estimates and resource plan for the onsite, customer-side project aspects.
• Managing the business plan to ensure budget and margins are controlled.
• c. Striving to improve EBIT by increasing efficiency, aligned with the CBE EBIT improvement plans.

Growth Enablement
The CEM supports the CBE and the sales growth targets by:

• Identifying customer needs and challenges.
• Helping translate customer needs into business opportunities.
• Representing the customer in the solution design.
• Socializing with key stakeholders on the customer side.
• Supporting reference site visits.
• Having specific growth and EBIT targets aligned with the CBE and CDM
• Proactively provides input for future product versions (Engage the relevant Product Manager (PDM).

Manage delivery on commitment

• Once the system is installed on site, the CEM takes end to end responsibility for it.
• Leads the delivery channel with the customer
• Partners with the CDM to deliver on commitments: in scope, in budget, on timeline and quality.
• The CEM’s main delivery-related responsibilities are:
  • Release Planning
  • Program Management
  • Requirements Management
  • Post-production support, including OGS (Tier 1/2), Infra, Operation Support, training, deployment and testing, UAT (scope may vary from project to project)
  • Quality Assurance initiatives and measurements
  • Familiarity with Amdocs functions and ability to achieve high internal collaboration.
  • g. Challenges Delivery on customization requests (CR) estimates and drive for better efficiency and EBIT

On site team management
The CEM leads onsite and in some cases off site teams as
well, and is accountable for all people issues within the
integral CEM team. The CEM also provides input on people
reporting in matrix to him/her:

• Assumes responsibility for both local and expat employees’ life cycle.
• Provides on boarding support for newly recruited/relocated employees, including adequate facilities, training/on-the-job coaching, and other relevant activities
• Communicates clarity and vision for the onsite teams on a daily basis by using weekly cakes, town halls, project days and so on.
• d. Oversees employee conduct in front of the customer on site, and drives career development and succession for the teams

Key Success Factors

• Meeting the SLA requirements
• Successful delivery of new versions on time, within budget, and with expected quality
• Reducing number of production defects
• OGS efficiency
• Customer satisfaction
• Employee management and satisfaction
• Growth (where applicable)
• Increased EBIT measures for the account

Desired Skills & Experience

Knowledge and Experience

• 10+ years in the SW development and project implementation domain
• Bachelor degree in relevant professional track a must (engineering, computer sciences, mathematics), or college degrees in other areas with IS proven experience, advanced degree is an advantage.
• Strong background in delivery and deployment of large scale projects
• Excellent project management skills
• Strong Customer facing capabilities
• Relationship “savvy” – both internally and externally
• Ability to lead a team and manage both technical and interpersonal aspects
• Ability to find the “golden path” between contradicting pressures

Company Description

For 30 years, Amdocs has ensured service providers' success and embraced their biggest challenges. To win in the connected world, service providers rely on Amdocs to simplify the customer experience, harness the data explosion, stay ahead with new services and improve operational efficiency. The global company uniquely combines a market-leading BSS, OSS and network control product portfolio with value-driven professional services and managed services operations. With revenue of $3.2 billion in fiscal 2012, Amdocs and its 20,000 employees serve customers in more than 60 countries

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