DescriptionTitle: Engagement Manager, NAM
Summary:
We are looking for an exceptional individual to join our vibrant growing Solutions organization as an Engagement Manager. You will work on an ongoing basis with a portfolio of our customers to drive the utilization of the BioCatch Behavioral Biometric solution to create positive business outcomes. Post-sales you will define the strategic direction of the customer, collaborate with the customer to jointly solve problems, and pair with Account Managers to identify and explore new opportunities to leverage BioCatch data and services to protect our customers from cybercriminals. Partner with your Threat Analyst and Solutions Engineer to present consultative solutions to a wide range of audiences, from executives to business owners, and maintain your position as a trusted advisor by continued engagement with the customer. This role will work across multiple industries, with a primary focus on Financial Institutions in North America.
Role Responsibilities:
- Manage risks to efficacy of the BioCatch solution for customers.
- Function as a single point of contact for general consulting, incident reporting, and escalation for customers, working in tandem with BioCatch Support, Service Delivery, Threat Analyst and Data Scientists.
- Manage project coordination and provide strategic oversight for project team to ensure adherence to a schedule, and scope when delivering new use cases for customers.
- Track milestones and deliverables, by syncing up with the customer delivery team and identify risks to timelines.
- Communicate customer expectations to the Solution Delivery team and Threat Analyst team when a project is in flow.
- Lead the project team through any customer issues by identifying path to remediation, executing on plan and keeping stakeholders informed.
- Coach the project team and provide feedback to team members on performance and be open to feedback in turn.
- Schedule and facilitate regular meetings with customers to provide updates on product releases, gather feedback on product roadmap, and motivate the customers to be early adopters of Biocatch's most beneficial product enhancements and feature releases.
- Advocate on behalf of your customers with BioCatch internal staff in Solutions, R&D, Products and Engineering.
- Lead & present Quarterly Business Reviews to customer business owners to review achievements, set goals and plan timelines for envisioned projects.
- Provide periodic updates to internal stakeholders on customer overall status and KPIs.
- Prepare, review or provide input for Statements of Work. Validate technical feasibility and estimate effort for proposed work.
- Pair with Strategic Account Managers to identify new sales opportunities.
Location: Remote - United States
Travel percentage: 15 to 20%
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. Possesses the 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. Candidate must possess a positive attitude, and an entrepreneurial spirit.
- Ability to be resourceful and operate effectively with minimal oversight
