Customer Enablement Manager

Accelerate Offshore Expansion Through Strategic Client Implementation

Successful offshore expansion requires scalable processes, coordinated teams, and confident client transitions. As a Customer Enablement Manager , you'll establish implementation frameworks, align cross-functional priorities, and prepare international clients for sustainable operations. Pursue a rewarding career with Emapta, combining strategic influence, professional development, and collaboration with an exceptional Top 1% talent community.

Job Overview

• Employment Type: Full-time
• Shift: Flexible Shift | Weekends Off
• Work Setup: Hybrid | Meena Gateway | India

Exciting Perks Await!

• Competitive package
• Medical life insurance
• Hybrid work arrangement
• Standard government and Emapta benefits
• Well-equipped, modern, and accessible offices
• Employee engagement initiatives
• Mentorship and exposure to global leaders and teams
• Diverse, inclusive, and supportive culture
• Transparent performance management
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/ )

The Qualifications We Seek

Education and Professional Experience

• Bachelor's degree in Communications, Business Management, Project Management, or a related field.
• At least 5 to 7 years of relevant project management experience , preferably in business process outsourcing (BPO), shared services, customer experience , or a related industry.
• Proven ability to manage multiple projects, stakeholders, timelines, and deliverables simultaneously.

Project Management and Technical Skills

• Working knowledge of Agile or Scrum methodologies , with the ability to apply project management principles in a fast-paced environment.
• Above-average proficiency in Microsoft Office applications , particularly Excel, PowerPoint, and Word , for project tracking, reporting, analysis, and presentations.
• Familiarity with Customer Relationship Management (CRM) systems and project or workflow management tools.
• Experience with Microsoft Dynamics CRM is an advantage but not required.
• Strong organizational and time management skills, with the ability to prioritize competing demands and meet project deadlines.

Communication and Stakeholder Management

• Excellent written and verbal communication skills, with the ability to communicate project updates, requirements, risks, issues, and decisions to internal and external stakeholders.
• Strong cross-functional collaboration skills, with the ability to coordinate effectively across departments and organizational levels.
• Proven ability to establish and maintain professional relationships with clients, customer management teams, and key decision-makers.

Analytical and Problem-Solving Skills

• Strong analytical and problem-solving skills, with excellent attention to detail.
• Ability to identify project challenges, assess potential business impacts, and develop practical solutions.

Personal Competencies

• Proactive, energetic, and self-motivated approach, with a willingness to learn, adapt to new processes, and accept new challenges.
• Customer-focused and results-oriented mindset, with a commitment to seamless client implementation and onboarding.
• Strong accountability for project deliverables, business requirements, and client expectations.

Your Daily Tasks

Client Implementation and Transition

• Manage end-to-end client implementation and onboarding, from contract closure through go-live and transition to Customer Experience.
• Apply the appropriate customer enablement model based on account segment and implementation requirements.
• Lead or facilitate client kickoff meetings for applicable high-value (HV) and high-value enterprise (HVE) accounts.
• Ensure a seamless handover to Customer Experience and Service Delivery teams.
• Share accountability for the first 30 days after go-live for HV/HVE accounts to facilitate successful offshore team activation and transition.

Project Management and Delivery

• Coordinate and prioritize implementation activities, manage project timelines, and maintain comprehensive project plans.
• Ensure timely completion of key implementation milestones and deliverables.
• Update project trackers, implementation plans, and status reports to reflect accurate progress.
• Monitor implementation activities and maintain accountability for project completion.
• Assist with implementation-related projects and strategic initiatives, including site transfers and organic account growth.

Stakeholder and Client Management

• Serve as the primary implementation contact for HV/HVE accounts.
• Communicate project status, risks, dependencies, and key decisions to clients, project sponsors, and senior management.
• Collaborate with Growth, Marketing, Recruitment, Finance, Human Resources, IT, Customer Experience, Customer Engagement, and other relevant teams to ensure coordinated implementation.
• Provide coordination and advisory assistance for Micro/Emerging accounts under the Leaner Enablement model, while the Account Executive/Growth Team retains primary responsibility for client communication.

Risk, Compliance, and Governance

• Ensure implementation activities comply with contractual obligations and applicable regulatory requirements.
• Identify project risks, dependencies, and potential obstacles throughout the implementation lifecycle.
• Collaborate with relevant stakeholders to develop and execute appropriate risk mitigation solutions.
• Monitor implementation progress and escalate issues that require stakeholder intervention or management decisions.

Customer and Team Enablement

• Design, develop, and maintain scalable customer onboarding programs.
• Incorporate ETM onboarding as a standard requirement for new clients.
• Assist clients with offshore team preparation through remote product and process training, onsite immersion, or on-the-job training, as applicable.
• Align onboarding activities, resources, and schedules with client requirements and implementation objectives.

Post-Go-Live Support and Continuous Improvement

• Coordinate the transition from implementation to Customer Experience and Service Delivery to maintain operational continuity.
• Provide post-go-live assistance to ensure successful offshore team establishment and operational readiness.
• Collaborate with Customer Experience, Customer Engagement, and other business functions to identify opportunities for implementation improvements.
• Recommend process enhancements to improve onboarding efficiency, customer enablement, and service delivery outcomes.

Other Responsibilities

• Perform additional duties aligned with the strategic objectives of the Client Solutions organization, as assigned by executive management.

Join the Top 1% Talent. A Better Career. A Better Life.

Join us at Emapta, and let your professional journey flourish in the heart of India's vibrant culture!

Recognized as one of Asia's rising tech and outsourcing destinations, we offer a wealth of opportunities to showcase your talent to the world. At Emapta, we connect you with global clients, giving you international exposure without leaving the comfort of your home country. With over 1,200 international clients and a decade of proven success, we provide a strong foundation for your career growth. Here, innovation, collaboration, and continuous learning are part of everyday life, and work-life balance is more than just a promise-it's a reality.

#EmaptaEra #EmaptaIndia