Engagement Manager, NAM

BioCatch•New York, NY

6d•Remote

About The Position

BioCatch is seeking an Engagement Manager to join its Solutions organization and manage an ongoing portfolio of customers. The role focuses on driving customers’ use of BioCatch’s Behavioral Biometric solution to achieve positive business outcomes. The Engagement Manager defines customer strategy after the sale, works with customers to solve problems, and partners with Account Managers to identify opportunities to use BioCatch data and services to prevent cybercrime. Working with Threat Analysts and Solutions Engineers, the Engagement Manager presents consultative solutions to audiences ranging from executives to business owners and maintains trusted-advisor relationships through ongoing engagement. The position serves customers across multiple industries, with a primary focus on financial institutions in North America. It is remote in the United States and requires 15–20% travel. The listed base salary range is $130,000–$155,000 USD.

Requirements

Five years of post-sales consulting experience in cybersecurity, fraud, payments, or technology, working with top-tier customers, particularly financial institutions.
Ability to communicate, present, and write in English.
Bachelor’s degree in a subject or quantitative discipline; candidates with relevant experience may also be considered.
Exceptionally strong verbal and written communication skills.
Experience working with highly technical internal and external teams and translating requirements and discoveries for nontechnical decision-makers.
Strong consultative skills, including collaboration, exploring options, demonstrating solutions, and active listening to understand client needs.
Ability to use data-quality concepts and tools to resolve client issues while prioritizing client needs.
Advanced organizational, program-management, and project-management skills.
Strong time-management skills, adherence to timelines, and ability to work in a structured way and deliver results.
Ability to prioritize and handle multiple requests concurrently.
Ability to work effectively in a team, solicit input and feedback, and manage conflict.
Ability to work under pressure, with purpose, drive, motivation, coachability, competitiveness, curiosity, accountability, and integrity.
Positive attitude and entrepreneurial spirit.
Ability to be resourceful and work effectively with minimal oversight.

Responsibilities

Manage risks to the efficacy of BioCatch’s solution for customers.
Serve as the single point of contact for general consulting, incident reporting, and customer escalations, coordinating with BioCatch Support, Service Delivery, Threat Analysts, and Data Scientists.
Coordinate projects and provide strategic oversight to ensure delivery of new customer use cases adheres to schedules and scope.
Track project milestones and deliverables with customer delivery teams and identify risks to timelines.
Communicate customer expectations to Solution Delivery and Threat Analyst teams during projects.
Lead project teams through customer issues by identifying and executing remediation plans and keeping stakeholders informed.
Coach project team members, provide performance feedback, and receive feedback from others.
Schedule and facilitate regular customer meetings to share product-release updates, gather product-roadmap feedback, and encourage adoption of beneficial enhancements and features.
Advocate for customers with BioCatch teams in Solutions, R&D, Products, and Engineering.
Lead and present Quarterly Business Reviews to customer business owners, reviewing achievements, setting goals, and planning timelines for proposed projects.
Provide internal stakeholders with periodic updates on customer status and KPIs.
Prepare, review, or provide input for Statements of Work.
Validate the technical feasibility of proposed work and estimate the effort required.
Partner with Strategic Account Managers to identify new sales opportunities.