Customer Success Manager - Digital Identity & Authentication

Incognia; India; On-site; INR 1,800,000 - 3,200,000; Full time

Job summary

Incognia, a leader in location identity solutions, seeks a Fraud Prevention Consultant to maximize value for customers. You will monitor metrics, coordinate improvements, resolve issues, and support upsell opportunities in a SaaS environment.

You will engage with senior stakeholders, manage a portfolio of accounts, and work with cross-functional teams to scale operations and industry knowledge. A bachelor’s degree and 3+ years in auth/biometrics are required.

Qualifications

• Bachelor’s degree in business or technology fields.
• 3+ years of experience with authentication, biometrics, anti-fraud, digital or mobile identity solutions.
• SaaS B2B experience.
• Previous experience managing medium/large accounts.
• Experience with data analysis and SQL - ability to work data in different tables/databases.
• Definition and analysis of KPIs.

Responsibilities

• Engage customers in strategy meetings to derive maximum value from the partnership with Incognia.
• Build and foster relationships with key decision makers across multiple customers.
• Manage a portfolio of Incognia accounts to combat diverse fraud types and monitor usage metrics.
• Propose improvements to customer processes and coordinate implementations.
• Coordinate with sales for upsell/cross-sell opportunities and ensure customer success.

Skills

Authentication

Biometrics

Anti-fraud

Digital identity

KPIs

Education

Bachelor’s degree

Tools

SQL

Job description

Careers

Check out how you can participate in our journey to create a world with safe digital experiences.

Incognia is the innovator in location identity solutions that deliver cutting-edge user verification and account security across the digital journey. Leveraging over a decade of expertise in location technology, Incognia's novel approach provides frictionless experiences using device intelligence and the most precise location data available. Incognia enables customizable risk analysis and actionable insights from day one that empower consumer businesses to prevent fraud, protect users and build customer trust.

The team:

The Customer Success team is a multidisciplinary team, we work on the border betweenthe technical (fraud and technology) and business (relationship, processes, upsell) worlds.We play a central role in the operation, helping to coordinate internal teams in order toresolve all customer-related issues. Therefore, we also exercise an internal leadership role,which requires maturity and negotiation skills. Finally, we have a very strong partnershipwith the sales team and the team responsible for integrations to ensure customer successat all stages of the process.

The opportunity:

The role of a Fraud Prevention Consultant is to ensure that the customer is getting themost value possible from our solution, ensuring that the client is achieving/exceedingexpected results. We monitor usage metrics, suggest and coordinate the implementationof improvements, resolve technical issues and support the commercial team inupsell/cross sell opportunities.

Day-to-day responsibilities:

• Engage customers in strategy meetings to derive maximum value from theirpartnership with Incognia;
• Build and foster relationships with key decision makers and stakeholders across multiple customers.
• Manage a portfolio of Incognia accounts to combat diverse fraud types;
  • Monitor usage and performance metrics;
  • Propose improvements in customer processes, based on our solutions;
  • Monitor the resolution of internal improvements that impact the customer;
  • Follow customer roadmap activities related to our solutions;
• Manage the relationship with the main customer stakeholders;
  • Periodic meetings with the client for accountability and follow-up;
• Contribute to the maturation of the team/company processes Improvement of internal processes to optimize the scalability of our operations;
  • Participate in industry events (SaaS, authentication, anti-fraud and digital identity) in order to expand networking and continue to enhance industry knowledge.

Requirements:

• Bachelor’s degree in business or technology fields;
• 3+ years of experience with authentication, biometrics, anti-fraud, digital or mobile identity solutions;
• SaaS B2B experience;
• Previous experience managing medium/large accounts;
• Experience with data analysis and SQL - ability to work data in different tables/databases;
• Definition and analysis of KPIs;

Recruitment process:

• People interview
• Manager interview
• Technical Case
• Technical Case Presentation
• Cultural Fit with CTO and CEO

Incognia is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. All applicants are encouraged to apply and won't be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws. Join us and be part of a team that values and promotes equal employment opportunities.

Our Vision

A world where digital trust is unseen yet part of everyday life

“The most profound technologies are those that disappear. They weave themselves into the fabric of everyday life until they are indistinguishable from it.” — Mark Weiser

Mark Weiser's vision, as told on the paper "21st century computer" was the inspiration for our founders to start building our technology.

The values that moves us

Ambition

We don’t set limits to our achievements

• We improve the lives of users worldwide
• We solve meaningful problems for our customers
• We are passionate learners and idea-sharing enthusiasts

Excellence

We deliver excellence through consistency

• We feed intuition with data to drive impactful decisions
• We hold each other accountable to deliver outstanding results to our customers
• We are proactive in our collaboration and provide valuable feedback

Trust

We build trust by empowering users, customers and team members

• We are committed to privacy and user identity protection
• We are trusted advisors to our customers
• We foster a culture of ethics, inclusion and respect