Engagement Manager
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Job Description
Engagement Manager driving BioCatch behavioral biometrics adoption for North American financial institutions. Managing post-sales strategy, customer projects, risk mitigation, and expansion opportunities.
Responsibilities:
- Work on an ongoing basis with a portfolio of customers to drive utilization of the BioCatch Behavioral Biometric solution and create positive business outcomes
- Define customer strategic direction post-sales and collaborate with customers to jointly solve problems
- Pair with Account Managers to identify and explore opportunities leveraging BioCatch data and services to protect customers from cybercriminals
- Partner with Threat Analysts and Solutions Engineers to present consultative solutions to audiences ranging from executives to business owners
- Manage risks to the efficacy of the BioCatch solution for customers
- Serve as the single point of contact for general consulting, incident reporting, and customer escalation
- Coordinate projects and provide strategic oversight to ensure adherence to schedules and scope
- Track milestones and deliverables, synchronize with customer delivery teams, and identify timeline risks
- Communicate customer expectations to Solution Delivery and Threat Analyst teams
- Lead customer issue resolution by identifying remediation paths, executing plans, and informing stakeholders
- Coach project teams and provide performance feedback
- Schedule and facilitate regular customer meetings covering product releases, product roadmap feedback, and feature adoption
- Advocate for customers with internal Solutions, R&D, Products, and Engineering teams
- Lead and present Quarterly Business Reviews to customer business owners
- Provide internal stakeholders with updates on customer status and KPIs
- Prepare, review, or provide input for Statements of Work; validate technical feasibility and estimate effort
- Pair with Strategic Account Managers to identify new sales opportunities
Requirements:
- 5 years of post-sales consulting experience in the cyber security, fraud, payments OR technology space working with top tier customers, specially financial institutions
- Ability to communicate, present and write in English
- Bachelor's degree from a subject/quantitative discipline. Strong candidates with relevant experience will be considered
- Exceptionally strong verbal and written communication skills
- History of working with highly technical internal and external teams, then translating requirements and discoveries to non-technical decision makers
- Strong consultative skills with the ability to collaborate and to explore options, to demonstrate and to effectively use active listening skills to understand client needs
- High-level of ability to use data quality concepts and tools to effectively resolve client issues, while valuing client needs as high priority
- Advanced organizational, program, and project management skills
- 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, sense of purpose, drive, motivation, coachability, competitiveness, curiosity, accountability, and integrity
- Positive attitude and entrepreneurial spirit
- Ability to be resourceful and operate effectively with minimal oversight
Benefits:
- Flexible paid time off policy
- Sick, Maternity/ Paternity, and other paid leaves
- 401(k) plan with up to 4% company match
- Healthcare programs tailored to your needs
- Life insurance
- Wellness programs, EAP, and personalized health advocacy
- Fully remote and shared space work options across the US
- Monthly reimbursements for home internet and cell phone
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