Engagement Manager
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Job Description
Engagement Manager driving BioCatch behavioral biometrics adoption among major Latin American financial institutions. Managing customer strategy, projects, escalations, and executive relationships to prevent fraud.
Responsibilities:
- Work on an ongoing basis with a portfolio of BioCatch’s largest customers to drive utilization of its behavioral biometric solution and create positive business outcomes.
- Define the strategic direction of customers post-sales and collaborate with them to jointly solve problems.
- Partner with Strategic Account Managers to identify and explore new opportunities for BioCatch data and services.
- Present consultative solutions to audiences ranging from executives to business owners and maintain trusted-advisor relationships.
- Manage risks to the efficacy of the BioCatch solution for strategic customers.
- Serve as the single point of contact for consulting, incident reporting, and escalations, working with Support, Service Delivery, Threat Analysts, and Data Scientists.
- Communicate customer expectations to Solution Delivery and Threat Analyst teams during projects.
- Lead project teams through customer issues by identifying remediation paths, executing plans, and keeping stakeholders informed.
- Schedule and facilitate customer meetings covering product releases, roadmap feedback, and product enhancements.
- Advocate for customers with internal Solutions, R&D, Products, and Engineering teams and manage escalations.
- Lead and present Customer Business Reviews onsite or remotely to business owners and executives.
- Provide internal stakeholders with periodic updates on customer status and KPIs.
- Evangelize the BioCatch solution, present at conferences, and enhance personal brand in cybersecurity.
- Support BioCatch events, invite customers, and ensure attendance.
- Support collection of supplier compliance forms and other customer information requests.
- Coordinate projects and provide strategic oversight to ensure schedule and scope adherence for new customer use cases.
- Develop and update technology delivery project plans, including timelines, resources, and task owners.
- Develop work breakdown structures and maintain project efficiency.
- Track milestones and deliverables, synchronize with customer delivery teams, and identify timeline risks.
- Coach project teams and provide performance feedback.
- Prepare, review, or provide input for Statements of Work; validate technical feasibility and estimate effort.
- Support customer-support escalations during production incidents.
- Develop executive-level customer relationships and map BioCatch capabilities to customer strategies.
Requirements:
- 8 years of post-sales consulting experience in the cyber security, fraud, payments or technology space working with top tier customers.
- Bachelor’s degree from a STEM subject/quantitative discipline such as Statistics, Engineering, Mathematics, Economics, Physics, Computer science or Information Systems. Strong candidates with degrees in other disciplines will be considered.
- Expert-level ability to use data quality concepts and tools to effectively resolve client issues, while valuing client needs as high priority.
- Advanced organizational and project management skills.
- Fluent in English and Spanish (able to read/write and speak). Portuguese is strongly desired.
- Exceptionally strong verbal and written communication skills, including executive level communication.
- History of working with highly technical internal and external teams, then translating requirements and discoveries to non-technical decision makers.
- Expert-level consultative skills with the ability to collaborate and to explore options, to demonstrate and to effectively use active listening skills to understand client needs.
- Strong time management skills and strict adherence to timelines, with the ability to operate within a structured approach and to deliver results.
- Ability to prioritize and handle multiple requests concurrently.
- Expert ability to work in a team environment, by soliciting input and feedback.
- Ability to effectively manage conflict.
- Ability to work well under pressure, with drive, motivation, coachability, competitiveness, curiosity, accountability, and integrity.
- Positive attitude and entrepreneurial spirit.
- Strong negotiation skills.
- Extreme ownership of customer outcomes and engagement deliverables.
- High sense of urgency in responding to customer incidents, escalations and requests.
- Positive and proactive, solution-oriented mindset.
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