Engagement Manager

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

📋 Description

• Collaborate continuously with a portfolio of clients to enhance the utilization of the BioCatch Behavioral Biometric solution and achieve favorable business results.

• Establish customer strategic direction after the sale and work together with clients to resolve issues collaboratively.

• Partner with Account Managers to pinpoint and explore opportunities that leverage BioCatch data and services to safeguard customers against cyber threats.

• Collaborate with Threat Analysts and Solutions Engineers to offer consultative solutions to diverse audiences, including executives and business owners.

• Manage potential risks affecting the effectiveness of the BioCatch solution for clients.

• Act as the primary point of contact for general consulting, incident reporting, and customer escalations.

• Oversee projects and provide strategic guidance to ensure compliance with timelines and project scope.

• Monitor milestones and deliverables, coordinate with customer delivery teams, and identify risks to timelines.

• Convey customer expectations to the Solution Delivery and Threat Analyst teams.

• Lead the resolution of customer issues by identifying remediation strategies, implementing plans, and updating stakeholders.

• Mentor project teams and offer performance feedback.

• Organize and facilitate regular customer meetings to discuss product launches, roadmap feedback, and feature adoption.

• Represent customer interests with internal Solutions, R&D, Products, and Engineering teams.

• Lead and conduct Quarterly Business Reviews with customer business owners.

• Update internal stakeholders on customer status and key performance indicators (KPIs).

• Prepare, review, or provide input for Statements of Work; ensure technical feasibility and estimate effort accurately.

• Collaborate with Strategic Account Managers to uncover new sales opportunities.

⛳️ Requirements

• Minimum of 5 years of post-sales consulting experience in the cybersecurity, fraud, payments, or technology sectors, particularly with top-tier clients such as financial institutions.

• Proficient in communicating, presenting, and writing in English.

• Bachelor's degree in a relevant or quantitative field; strong candidates with significant experience will also be considered.

• Outstanding verbal and written communication abilities.

• Proven experience working with highly technical teams, and adept at translating technical requirements for non-technical decision-makers.

• Strong consultative skills with the capability to collaborate, explore options, demonstrate, and effectively employ active listening to understand client needs.

• High proficiency in utilizing data quality concepts and tools to resolve client issues, prioritizing client needs as paramount.

• Advanced organizational, program, and project management capabilities.

• Excellent time management skills with a commitment to deadlines, able to function within a structured framework to achieve results.

• Ability to prioritize and manage multiple requests simultaneously.

• Exceptional teamwork skills, actively seeking input and feedback.

• Proficient in conflict management.

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

• A positive attitude and an entrepreneurial mindset.

• Resourceful with the ability to operate effectively with minimal supervision.

🏝️ Benefits

• Flexible paid time off policy.

• Paid sick, maternity/paternity, and other leave options.

• 401(k) plan with a company match of up to 4%.

• Healthcare programs customized to meet your needs.

• Life insurance coverage.

• Wellness programs, Employee Assistance Program (EAP), and personalized health advocacy services.

• Options for fully remote or shared workspace across the US.

• Monthly reimbursements for home internet and cell phone expenses.