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.**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 mínimal 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.**Requirements**:- **Education**:Bachelor’s degree in business, engineering, or a related field (or equivalen