Engagement Manager

Biocatch; Xico; Presencial; MXN 1,437,000 - 1,797,000; Jornada completa

Descripción de la vacante

A leading cybersecurity firm is seeking an Engagement Manager in Veracruz, Mexico. This role involves post-sales consulting, managing customer relationships, and ensuring effective utilization of the Biocatch solution. The ideal candidate will have at least 5 years of consulting experience, be fluent in English and Spanish, and possess excellent communication and project management skills. The position requires the ability to lead and coordinate cross-functional teams while effectively prioritizing customer needs and fostering strong client relationships.

Formación

• 5 years of post-sales consulting experience in cybersecurity or related fields.
• Fluent in English and Spanish; Portuguese is strongly desired.
• Expert-level consultative skills with advanced project management abilities.

Responsabilidades

• Manage risks to efficacy of the BioCatch solution for strategic customers.
• Lead project teams to resolve customer issues.
• Communicate customer expectations to delivery teams and manage escalations.
• Conduct Customer Business Reviews to set goals and timelines.
• Advocate for customers within BioCatch to address their needs.

Conocimientos

Post-sales consulting experience

Strong verbal and written communication skills

Fluent in English and Spanish

Data quality concepts

Project management skills

Strong negotiation skills

Descripción del empleo

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.

Responsibilities

• 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.

Qualifications

• 5 years of post-sales consulting experience in the cyber security, fraud, payments or technology space working with top tier customers.
• Exceptionally strong verbal and written communication skills.
• Fluent in English and Spanish (able to read / write and speak).
• Portuguese is strongly desired.
• 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.
• 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.
• 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.
• Team work is a must.
• Strong negotiation skills.