Customer Engagement Manager Job in Amagi

Job Responsibilities:

As a Customer Engagement Manager, you will be the human bridge between the customer and the larger Amagi organization. As part of this role, you will:

• Create, own, and implement a Customer Engagement Framework for the company
• Be responsible to maximize success of Customer's business using Amagi solutions. This includes:

• Ensure growth of business across customers and eliminate customer churn
• Own Quarterly Business Review (QBR) initiatives with key customers Scheduling, coordination with sales and operations, customer presentations, tracking action items to closure
• Conduct half-yearly customer feedback survey, manage the end-to-end process, and publish the Net Promoter Score for the company
• Coordinate with product teams and communicate product updates, release notes, new launches to existing customers
• Collaborate with account managers to identify up-sell opportunities within existing customers, and facilitate revenue expansion
• Be responsible for the overall success of Amagi's video content distribution offering

• Drive customer advocacy through video testimonials, customer blogs, speaker opportunities at Amagi bespoke events and webinars
• Generate new leads through customer referrals and nurture them
• Collaborate with larger marketing team to enhance visibility for existing customers Digital, PR, Content, and industry partnerships

Essential skills

• Must have a strategic mindset with the ability to see the big picture, and translate that understanding into action plans to improve customer experience
• Should be customer-centric and passionate about driving customer excellence
• Demonstrate revenue orientation with the ability to spot up-sell opportunities
• Strong analytical skills to derive insights from customer interactions and formal feedback
• Should have been part of/led customer loyalty programs in B2B industry
• Excellent written and verbal communication skills, and interpersonal skills to navigate and collaborate with internal cross-functional teams and customer organization
• Exposure to global customers, international culture, and communication etiquette
• Microsoft PowerPoint, Word and basic Excel skills
• Strong planning and organisational skills with the ability to successfully multi-task
• Ability to work independently with minimal supervision

Experience and qualifications

• BE/BTech/MBA with overall 7-10 years of work experience in technology product /media companies
• Exposure to working with global teams is a plus
• Willingness to overlap with customer time zones as required