Engagement Manager: 401

Amagi; Mexico; On-site; PHP 4,866,000 - 7,299,000; Full time

Job summary

Amagi is seeking an Engagement Manager (LatAm) to cultivate customer relationships, manage complex projects, and ensure successful delivery for regional clients. The role emphasizes proactive communication, issue resolution, and thorough documentation across order tracking and PSD systems.

You will conduct weekly customer calls, monitor project plans, and coordinate with Sales, Engineering, and Product to mitigate risks and drive customer health.

Qualifications

• Bachelor’s degree in business, engineering, or related field.
• 8-12 years in customer success, project management, or account management in technical/service environment.
• Strong communication and interpersonal skills to manage customer relationships.

Responsibilities

• Manage and nurture customer relationships in LatAm to ensure project success and satisfaction.
• Track orders and projects to meet deadlines and scope.
• Escalate critical issues to Product/Engineering and ensure timely resolutions.
• Maintain up-to-date customer documentation and platform specifications.

Skills

Communication

Project management

Documentation tools

Escalation management

Cross-functional collaboration

Spanish fluency

Education

Bachelor’s degree in business or related field

Tools

Order tracking tools

PM tools

Job description

Amagi is an Emmy-winning, AI-enabled cloud platform powering the modern video economy. We help media companies unify streaming and broadcast workflows, modernize operations, and maximize monetization—from live remote production and real-time ad decisioning to automated playout and global content syndication.

Our Impact

Trusted by a majority of the world’s top 50 listed media companies, Amagi delivers:

• 500,000+ hours of content processed
• 26 billion+ monetized ad impressions

We power marquee brands including CBS, BBC, Warner Bros. Discovery, NBC, NBA, and DAZN—and the world’s biggest events: The Olympics, Super Bowl, The Grammys, and the US Presidential Debate.

Headquartered in Bengaluru with 1,000+ team members across the Americas, EMEA, and APAC, we’re redefining how media is created, distributed, and monetized, intelligently and at global scale.

Job Profile

The Engagement Manager (Individual Contributor) is responsible for managing and nurturing customer relationships in LatAm, 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.

Required Qualifications:

• 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).
• Must speak Spanish fluently to communicate with customers in LatAm

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.