Engagement Manager

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

📋 Description

• Ensure that clients derive maximum value from Bishop Fox services at every interaction throughout the customer journey. Initial goals include:

• Oversee the delivery of Bishop Fox products and services to guarantee adherence to contractual obligations and Service Level Objectives.

• Successfully complete medium (100-500 hours) to large (500 hours and above) projects on schedule, within scope, and on budget.

• Execute project plans while proactively identifying and managing risks, resolving or escalating issues, and driving projects to successful outcomes.

• Foster client relationships as measured by Net Promoter Score (NPS), informal feedback, and subsequent contracts.

• Offer customer insights derived from engagement results, year-over-year trends, industry benchmarks, and security best practices, sharing this information with both clients and account planning teams for upsell and cross-sell prospects.

• Create and maintain weekly internal and client-facing status updates for each engagement.

• Engage in both internal and client-facing service and account reviews, guiding and representing customer value objectives.

• Lead and participate in go-to-green planning on customer accounts across Bishop Fox delivery, product, and sales teams.

• Design strategic account support by proactively maintaining advanced technical and operational expertise, along with an understanding of industry trends and customer needs.

• Contribute to the enhancement of products and/or services by providing feedback to internal teams and responding to frequently asked questions from customers.

• Manage and drive customer satisfaction to align with Bishop Fox's objectives.

• Identify client concerns and perform effective root cause analysis along with corrective action planning.

• Advance the customer success function in accordance with the strategic roadmap of the program, including initial objectives such as:

• Drive the renewal process for select repeat program work.

• Report internally on customer satisfaction metrics, including NPS scores and feedback.

⛳️ Requirements

• A minimum of 3 years of project management experience with security-related projects.

• 2+ years of experience as a Customer Success Manager or in a related role.

• Strong familiarity with the terminology and guidelines set forth in the Project Management Body of Knowledge (PMBOK).

• Bachelor's degree is strongly preferred.

• In-depth understanding of customer security business objectives, environments, pain points, and operational maturity, along with their ultimate desired outcomes.

• Ability to navigate challenging client situations with expert negotiation skills and a customer service-oriented mindset.

• Experience or knowledge in the security/cybersecurity industry.

• Proficient in the Microsoft Office Suite, with particular expertise in Excel.

• Experience working in a matrixed organization.

🏝️ Benefits

• Generous Time Off and Company-Wide Holidays.

• Team Events and Opportunities for International Travel.

• Support for Work From Home arrangements.

• Training Budget.

• Savings Fund.

• Food Coupons.

• Health and Wellbeing programs.