About amagiamagi 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.about amagiamagi 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 satisfactionmaintain strong, ongoing relationships with key stakeholders to understand and meet customer needsorder and project tracking:monitor the progress of customer orders and ensure projects are on track to meet deadlinesupdate project plans regularly, ensuring all deliverables are met on time and within scopeissue resolution and escalation management:track and manage customer issues, ensuring effective resolution, particularly for p1 (priority 1) issuesprovide critical support during high-impact customer events to ensure minimal disruptionescalate issues to the appropriate teams (product/engineering) and ensure timely resolutioncustomer documentation and platform specifications:ensure customer documentation and platform specifications are maintained and up-to-date, reflecting all project developments and customizationsorder and billing updates:ensure accurate and timely updates to order statuses and billing datesmaintain and update the professional services delivery (psd) system to reflect project progressreporting and monitoring:ensure both internal and customer-facing reports are updated weekly to track progress and customer healthhighlight potential risks and develop mitigation strategies with the segment lead, regional lead, and service delivery managerscustomization and development tracking:track all customizations and customer-specific developments within the project, escalating any issues in a timely mannerroot cause analysis (rca) and product escalation:analyze p1/p2 issues and identify recurring root causes, escalating them to product/engineering for resolutionensure 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 requirementsfacilitate 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 mannerconduct the first invoice review for new customers to ensure correctnessmanaged services team engagement:ensure the timely engagement of the managed services team to address customer needsdownsell and churn management:manage the downsell and churn tickets for the account, working closely with the sales managerengagement manager weekly activities:weekly customer calls: conduct scheduled calls to check customer health and ensure smooth project executionorder tracking: monitor and track the status of orders to ensure timely completionproject plan review: regularly update and review project plans with internal teams to ensure alignmentcustomer issue tracking: log and manage customer issues, escalating when necessaryp1 issue escalation management: actively monitor and manage priority-one issues to resolutioncritical support: provide dedicated support during high-impact customer events or critical periodsproject/account risk management: collaborate with leadership to assess risks and devise mitigation plansinternal reports: provide timely internal reports on customer health and potential riskskey performance indicators (kpis):weekly report compliance: ensure 100% compliance in sharing timely weekly customer reportsmonthly service review completion: complete msrs on time and with high-quality contenton-time delivery: maintain a high percentage of orders delivered within the estimated delivery datein-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 quarterupsell/cross-sell opportunity identification: identify and quantify upsell or cross-sell opportunitiesquarterly 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 documentationrequirementseducation: 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 environmentskills:strong communication and interpersonal skills to manage customer relationships effectivelyability to manage and prioritize multiple projects and issues simultaneouslyproficient in order tracking, project management, and documentation toolsstrong problem-solving skills and experience managing escalationsability to work cross-functionally with internal teams (sales, engineering, product)preferred qualifications:experience in managing high-touch customer relationshipstechnical background or familiarity with platform specifications and order managementexperience working in a fast-paced environment, particularly with high-priority issues or customer eventspersonal attributes:customer-centric mindset with a focus on delivering exceptional servicestrong attention to detail and organizational skillsproactive and solution-oriented approach to challengesability to thrive in a fast-paced and dynamic environmentbenefitswe 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 coverage401(k) retirement with matching program up to 3%paid time off - 4 weeks of vacation in addition to 12 holidays and personal leave timepaid parental leave for both primary and secondary caregiverspaid "pawternity" leave for primary caregivers when a new pet has joined the family or fallen illflexible spending accounts (fsa)life, ad&d, and disability insuranceemployee assistance program (eap)sabbatical option after five years of service - up to 3 monthsamagi 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.seniority levelseniority levelmid-senior levelemployment typeemployment typefull-timejob functionjob functionmanagementindustriesnon-profit organizations and primary and secondary educationreferrals increase your chances of interviewing at amagi by 2xget notified about new engagement manager jobs in mexico.mexico city metropolitan area $2,700.00-$4,000.00 6 days agosenior customer success manager (podcasts)mexico city metropolitan area $800.00-$1,300.00 4 days agocustomer success manager (remote, based in mexico)customer success manager (remote, based in mexico)mexico city metropolitan area $2,700.00-$4,000.00 6 days agocustomer success manager - latam (remote)associate customer success manager - (remote - colombia/mexico)senior project manager, controllership business operationsmexico city metropolitan area $2,700.00-$4,000.00 6 days agosenior principal customer success managercustomer success manager (saas company - remote)program manager, supply chain and operationscustomer success manager (saas company - remote)customer success manager (english speaking)director, network engagement and growth, americascustomer success manager for legal & corporate solutionsdirector, network engagement and growth, americaswe’re unlocking community knowledge in a new way. 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