Engagement Manager

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Collaborate continuously with a portfolio of BioCatch’s largest clients to enhance the use of its behavioral biometric solution and achieve favorable business results.

• Establish the strategic direction for clients post-sales and work together to resolve issues.

• Team up with Strategic Account Managers to uncover and evaluate new opportunities for BioCatch data and services.

• Deliver consultative solutions to a diverse audience, including executives and business owners, while nurturing trusted-advisor relationships.

• Mitigate risks to the effectiveness of the BioCatch solution for key clients.

• Act as the primary point of contact for consulting, incident reporting, and escalations, coordinating with Support, Service Delivery, Threat Analysts, and Data Scientists.

• Relay customer expectations to the Solution Delivery and Threat Analyst teams throughout project phases.

• Guide project teams in addressing customer challenges by identifying solutions, executing plans, and keeping stakeholders updated.

• Organize and lead customer meetings focused on product releases, roadmap insights, and product improvements.

• Advocate for clients with internal Solutions, R&D, Products, and Engineering teams, managing escalations effectively.

• Conduct and present Customer Business Reviews either onsite or remotely to business owners and executives.

• Provide internal stakeholders with regular updates on customer status and key performance indicators (KPIs).

• Promote the BioCatch solution, represent the company at conferences, and elevate personal visibility in the cybersecurity field.

• Assist in organizing BioCatch events, inviting clients, and ensuring participation.

• Aid in the collection of supplier compliance forms and respond to other customer information requests.

• Oversee projects and provide strategic guidance to ensure adherence to schedule and scope for new customer applications.

• Create and revise technology delivery project plans, detailing timelines, resources, and task assignments.

• Develop work breakdown structures to maintain project efficiency.

• Monitor milestones and deliverables, align with customer delivery teams, and identify potential timeline risks.

• Mentor project teams and offer performance evaluations.

• Prepare, review, or contribute to Statements of Work; ensure technical feasibility and estimate required effort.

• Assist in customer-support escalations during production incidents.

• Build executive-level customer relationships and align BioCatch capabilities with client strategies.

⛳️ Requirements

• A minimum of 8 years of post-sales consulting experience in the cybersecurity, fraud, payments, or technology sectors, specifically with premier clients.

• A Bachelor’s degree in a STEM field or a quantitative discipline such as Statistics, Engineering, Mathematics, Economics, Physics, Computer Science, or Information Systems. Strong candidates from other fields will also be considered.

• Proficient understanding of data quality concepts and tools to effectively address client issues, prioritizing client needs.

• Advanced organizational and project management capabilities.

• Proficient in both English and Spanish (able to read, write, and speak). Knowledge of Portuguese is highly preferred.

• Exceptional verbal and written communication skills, including the ability to engage at the executive level.

• Proven experience collaborating with highly technical internal and external teams and translating requirements to non-technical decision-makers.

• Expert-level consultative abilities with the capacity to collaborate, explore options, and utilize active listening skills to comprehend client needs.

• Strong time management skills with a commitment to meeting deadlines, capable of working within a structured framework and delivering results.

• Ability to prioritize and manage multiple requests simultaneously.

• Proven ability to work effectively in a team environment by seeking input and feedback.

• Competence in effectively managing conflicts.

• Ability to perform well under pressure, demonstrating drive, motivation, coachability, competitiveness, curiosity, accountability, and integrity.

• A positive attitude and entrepreneurial spirit.

• Strong negotiation skills.

• A deep sense of ownership regarding customer outcomes and engagement deliverables.

• A heightened sense of urgency in responding to customer incidents, escalations, and inquiries.

• A proactive and solution-oriented mindset.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work arrangements, including remote work options.

• Generous paid time off and holiday policies.

• Engaging company culture focused on innovation and collaboration.