Engagement Manager

ABOUT AMAGI

Amagi is a global leader in cloud-managed services for the Streaming TV and Broadcast TV industry. Amagi enables TV networks and content owners to distribute and monetize their content. Amagi’s clients include premium networks and platforms such as NBCU, CBS, PBS, Samsung TV Plus, Redbox, XUMO, Roku, A+E Networks, Viceland TV, MGM, ShortsTV, Yahoo! Finance, PeopleTV, Tastemade, Turner Corporation, Discovery Networks and more. 

Amagi pioneered the use of cloud technologies in the broadcast industry, and today manages 350+ channels with deployments in more than 40 countries. Amagi is an advanced tier partner of Amazon Web Services (AWS), and works on the latest cloud technologies that are shaping the media and entertainment industry. Amagi has sales offices in New York, Los Angeles and London, and operations center in New Delhi, and an innovation center in Bangalore. For more information, visit www.amagi.com.

The Engagement Manager (Individual Contributor) is responsible for managing and nurturing customer relationships, ensuring project success, and driving customer satisfaction through consistent communication, efficient project management, and issue resolution. This role demands proactive engagement, critical support during high-impact events, and ownership of order tracking, documentation, and reporting. The ideal candidate should possess a customer-centric approach and a strong ability to manage complex projects and escalating issues.

Key Responsibilities:

Customer Communication:

• Conduct regular weekly calls with customers to discuss project progress, resolve issues, and ensure satisfaction.
• Maintain strong, ongoing relationships with key stakeholders to understand and meet customer needs.

Order and Project Tracking:

• Monitor the progress of customer orders and ensure projects are on track to meet deadlines.
• Update project plans regularly, ensuring all deliverables are met on time and within scope.

Issue Resolution and Escalation Management:

• Track and manage customer issues, ensuring effective resolution, particularly for P1 (Priority 1) issues.
• Provide critical support during high-impact customer events to ensure minimal disruption.
• Escalate issues to the appropriate teams (Product/Engineering) and ensure timely resolution.

Customer Documentation and Platform Specifications:

• Ensure customer documentation and platform specifications are maintained and up-to-date, reflecting all project developments and customizations.

Order and Billing Updates:

• Ensure accurate and timely updates to order statuses and billing dates.
• Maintain and update the Professional Services Delivery (PSD) system to reflect project progress.

Reporting and Monitoring:

• Ensure both internal and customer-facing reports are updated weekly to track progress and customer health.
• Highlight potential risks and develop mitigation strategies with the segment lead, regional lead, and service delivery managers.

Customization and Development Tracking:

• Track all customizations and customer-specific developments within the project, escalating any issues in a timely manner.

Root Cause Analysis (RCA) and Product Escalation:

• Analyze P1/P2 issues and identify recurring root causes, escalating them to Product/Engineering for resolution.
• Ensure customers are provided with detailed RCAs for P1 incidents within 48 hours.

Customer Workshops and Meetings:

• Conduct design workshops for customers in collaboration with technical leads to define and align on customer requirements.
• Facilitate in-person meetings and workshops (quarterly for in-region customers, yearly for India-based customers).

Order Creation and Billing:

• Collaborate with Dealdesk to ensure orders are created accurately and in a timely manner.
• Conduct the first invoice review for new customers to ensure correctness.

Managed Services Team Engagement:

• Ensure the timely engagement of the Managed Services team to address customer needs.

Downsell and Churn Management:

• Manage the downsell and churn tickets for the account, working closely with the sales manager.

Engagement Manager Weekly Activities:

• Weekly Customer Calls: Conduct scheduled calls to check customer health and ensure smooth project execution.
• Order Tracking: Monitor and track the status of orders to ensure timely completion.
• Project Plan Review: Regularly update and review project plans with internal teams to ensure alignment.
• Customer Issue Tracking: Log and manage customer issues, escalating when necessary.
• P1 Issue Escalation Management: Actively monitor and manage priority-one issues to resolution.
• Critical Support: Provide dedicated support during high-impact customer events or critical periods.
• Project/Account Risk Management: Collaborate with leadership to assess risks and devise mitigation plans.
• Internal Reports: Provide timely internal reports on customer health and potential risks.

Key Performance Indicators (KPIs):

• Weekly Report Compliance: Ensure 100% compliance in sharing timely weekly customer reports.
• Monthly Service Review Completion: Complete MSRs on time and with high-quality content.
• On-Time Delivery: Maintain a high percentage of orders delivered within the estimated delivery date.
• In-Person Engagement: Engage with customers through in-person meetings/workshops (quarterly for in-region customers, yearly for India-based customers).
• New Feature Demonstrations: Demonstrate a product or feature to customers every quarter.
• Upsell/Cross-sell Opportunity Identification: Identify and quantify upsell or cross-sell opportunities.
• Quarterly Business Review (QBR) Value Proposition: Present the services value proposition during QBR meetings (2 slides).
• Support Escalations: Track the number of escalations resulting from incomplete or incorrect documentation.

• Education: Bachelor’s degree in business, engineering, or a related field (or equivalent work experience).
• Experience: Proven experience (8 - 12 years) in customer success, project management, or account management within a technical or service-oriented environment.
• Skills:
• Strong communication and interpersonal skills to manage customer relationships effectively.
• Ability to manage and prioritize multiple projects and issues simultaneously.
• Proficient in order tracking, project management, and documentation tools.
• Strong problem-solving skills and experience managing escalations.
• Ability to work cross-functionally with internal teams (Sales, Engineering, Product).

Preferred Qualifications:

• Experience in managing high-touch customer relationships.
• Technical background or familiarity with platform specifications and order management.
• Experience working in a fast-paced environment, particularly with high-priority issues or customer events.

Personal Attributes:

• Customer-centric mindset with a focus on delivering exceptional service.
• Strong attention to detail and organizational skills.
• Proactive and solution-oriented approach to challenges.
• Ability to thrive in a fast-paced and dynamic environment.

We offer a competitive compensation package that includes an annual base salary and performance pay, as well as a comprehensive total rewards package.

• Health/Medical, Dental, and Vision coverage
• 401(k) Retirement with matching program up to 3%.
• Paid Time Off - 4 weeks of vacation in addition to 12 Holidays and Personal Leave time.
• Paid Parental Leave for both primary and secondary caregivers.
• Paid "Pawternity" Leave for primary caregivers when a new pet has joined the family or fallen ill.
• Flexible Spending Accounts (FSA)
• Life, AD&D, and Disability Insurance
• Employee Assistance Program (EAP)
• Sabbatical option after five years of service - up to 3 months

Amagi is an EEO Employer.  Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.  Amagi will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.