Engagement Manager

 

WORKING PLACE / Mexico City, Mexico (hybrid)

COUNTRY / Mexico

DEPARTMENT / Professional Services (PS) – Engagement Management

Reports to / Professional Services Director

TYPE OF CONTRACT: FTE

General purpose:
Verimatrix Professional Services (PS) is transforming from a delivery-focused team into a strategic, scalable profit center. As part of this transformation, the Engagement Manager role is a new function created to own the PS engagement lifecycle end-to-end — from quote and Statement of Work (SoW) at the presales stage, through project delivery, to closing — while driving Salesforce (SFDC) data quality and commercial discipline.
This position covers the AMERICAS region and is based in Mexico City, a strategic hub for NORAM and LATAM coverage. In addition to engagement management duties, the Engagement Manager will coordinate the Technical Account Managers (TAMs) in the Americas, unifying the approach to managed services and recurring revenue within PS.

Main responsibilities:

• Own the full PS engagement cycle in the Americas: quote and SoW at presales, project planning, delivery execution, and closing/invoicing.
• Drive customer satisfaction, on-time and on-budget delivery, and project profitability across the Americas project portfolio.
• Manage the customer interface directly, acting as the primary point of contact and escalation for engagements in scope.
• Coordinate and support the 3 Technical Account Managers (TAMs) in the Americas region, ensuring a unified approach to managed services, retainers, and recurring revenue.
• Write, monitor, and update project management plans, manage project risks, budgets, and associated action plans.
• Report internally and externally on project and account status, proactively raising alerts and managing escalations.
• Plan and request resources with the Delivery Manager, across PS Engineers and TAMs supporting Americas engagements.
• Maintain rigorous and up-to-date records of project and account activity in Salesforce (SFDC), supporting the PS Director's drive for data hygiene, pipeline visibility, and predictability.
• Partner closely with the Sales team during presales to scope, quote, and package Services offers (including standardized "Quick Start" packages), securing new business and expansion opportunities.
• Identify and capture upsell opportunities within the existing Americas customer base.
• Anticipate client needs and propose alternative delivery or business solutions in cooperation with Sales and the PS Director.
• Act as the voice of the customer internally, feeding field insights into the product roadmap.
• Contribute to the definition and continuous improvement of PS processes, tools (time tracking, capacity planning), and KPI reporting.   

Required skills and experience:

Qualifications & Skills
This position requires strong project/engagement management experience in a professional services or customer-facing environment, combined with the technical grounding needed to make sound decisions on technical customer projects and communicate credibly with both customers and internal technical teams.
Additional experience managing or coordinating Technical Account Managers, managed services, or recurring-revenue offerings is a plus.

Education

• Bachelor's degree (B.S. or equivalent) required — Computer Science, Software Engineering, or a related field.
• Certification in Project Management methodologies (e.g., PMP, Prince2, Agile/Scrum) is a plus.

Required

• Minimum 5 years of experience in professional services, customer project management, or engagement management, ideally in a cyber/technology company.
• Prior experience managing customer-facing technical projects, including scope, planning, budget, and quality management.
• Experience working with Sales teams on presales activities: scoping, quoting, and building Statements of Work.
• Solid technical background sufficient to understand software delivery, integration, or embedded systems projects, and to engage credibly with technical customers and engineers.
• Experience coordinating or managing distributed, cross-functional teams across multiple countries/time zones within the Americas.
• Ability to exercise judgment with respect to resource assignment, risk management, and escalation handling.
• Highly effective written and verbal communication skills in English; Spanish and/or Portuguese are a strong plus given the Americas scope.
• Strong time management, negotiation, and organizational skills.
• Capable of managing multiple projects and priorities simultaneously.
• Must be a self-starter, resourceful, and able to work in a highly collaborative, remote team-oriented environment.

• Ability to maintain confidentiality and handle sensitive customer and business matters with discretion.
• Ability to effectively interface with other departments (Sales, Product, Delivery) across all levels of the organization, and with customers and technology partners, maintaining cooperative working relationships.
• Proficient with Salesforce, Microsoft Office (Word, Excel, PowerPoint) and MS Project or equivalent planning tools.
• Willingness to travel within the Americas region as required by project or customer needs (up to 10%).
• Fluent in Spanish and English
• Highly desired fluent in Portuguese

About Verimatrix:

Verimatrix (Euronext Paris: VMX) helps power the modern connected world with security made for people. We protect digital content, applications, and devices with intuitive, people-centered and frictionless security. Leading brands turn to Verimatrix to secure everything from premium movies and live streaming sports to sensitive financial and healthcare data, to mission-critical mobile applications. We enable the trusted connections our customers depend on to deliver compelling content and experiences to millions of consumers around the world. Verimatrix helps partners get to market faster, scale easily, protect valuable revenue streams, and win new business. To learn more, visit www.verimatrix.com.
 

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