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Job description
About the role
BioCatch is an innovative fast-growing start-up company that delivers behavioral biometrics by analyzing human-device interactions to protect users against frauds and cyber threats. BioCatch processes billions of events per day across several data-centers around the world. Biocatch's AI-driven platform passively identify both human and non-human behaviors online to minimize the tradeoff between security and convenience. The BioCatch platform is deployed by major banks and other global enterprises to help manage their digital identity challenges. The technology prevents new account fraud, authenticates online users, prevents account takeover fraud and detects vishing scams, generating impressive returns on investment that come from catching more fraud as well as reducing false positives and unnecessary friction in a digital journey.
Title:
Engagement Manager
Summary:
We are looking for an exceptional individual to join our vibrant growing Professional Services organization as an Engagement Manager. You will work on an ongoing basis with a portfolio of our largest 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 Strategic Account Managers to identify and explore new opportunities to leverage BioCatch data and services to protect our customers from cybercriminals. You will 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 top tier Financial Institutions in Latin America including Brazil.
Location:
Buenos Aires, Argentina
What you'll do
Manage risks to efficacy of the BioCatch solution for our most strategic customers.
Function as a single point of contact for general consulting, incident reporting, and escalation for our most valuable customers, working in tandem with BioCatch Support, Service Delivery, Threat Analyst and Data Scientists.
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.
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 and manage escalations.
Lead & present Customer Business Reviews (onsite or remote) to customer business owners and top executives to review achievements, set goals and plan timelines for envisioned projects.
Provide periodic updates to internal stakeholders on customer overall status and KPIs.
Pair with Strategic Account Managers to identify new sales opportunities.
Evangelize the Biocatch solution, present at conferences and enhance your personal brand in the cyber security domain.
Support the preparation of BioCatch events such as BioCatch Connect and BioCatch Fraud Fighters. Invite your customers and make sure they attend the events.
Support the collection of supplier compliance forms and other customer´s request about BioCatch information.
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.
Develop, and update project plans for technology delivery that forecasts timeline, resource needs and task owner.
Develop the work breakdown structure and iterate with each project to maintain efficiency.
Track milestones and deliverables, by syncing up with the customer delivery team and identify risks to timelines.
Coach the project team and provide feedback to team members on performance and be open to feedback in turn.
Prepare, review or provide input for Statement of Works. Validate technical feasibility and estimate effort for proposed work.
Support escalations with the customer support team when production incidents happen
Develop executive level relationships with customers to understand their strategy and map how BioCatch can support their business
Requirements
8 years of post-sales consulting experience in the cyber security, fraud, payments or technology space working with top tier customers.
Bachelor’s degree from a STEM subject/quantitative discipline such as Statistics, Engineering, Mathematics, Economics, Physics, Computer science or Information Systems. Strong candidates with degrees in other disciplines will be considered.
Expert-level ability to use data quality concepts and tools to effectively resolve client issues, while valuing client needs as high priority.
Advanced organizational and project management skills.
Fluent in English and Spanish (able to read/write and speak). Portuguese is strongly desired.
Soft Skills:
Exceptionally strong verbal and written communication skills, including executive level communication.
History of working with highly technical internal and external teams, then translating requirements and discoveries to non-technical decision makers.
Expert-level consultative skills with the ability to collaborate and to explore options, to demonstrate and to effectively use active listening skills to understand client needs.
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.
Demonstrates the 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.
Team work is a must. Strong negotiation skills.
Extreme ownership: takes end-to-end responsibility for customer outcomes and engagement deliverables, follows through on commitments, and proactively drives open issues to resolution without waiting to be asked.
High sense of urgency: responds quickly to customer incidents, escalations and requests, prioritizing critical issues and mobilizing internal teams (Support, Service Delivery, Threat Analysts and Data Scientists) to deliver timely resolutions.
Positive and proactive attitude: approaches challenges with resilience and a solution-oriented mindset, modeling a can-do spirit for the project team and in front of executive customer audiences.