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Posted 4 months ago
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Job DescriptionBioCatch is the leader in Behavioral Biometrics, a technology that leverages machine learning to analyze an online user’s physical and cognitive digital behavior to protect individuals online. BioCatch’s mission is to unlock the power of behavior and deliver actionable insights to create a digital world where identity, trust, and ease coexist. Today, 32 of the world's largest 100 banks and 210 total financial institutions rely on BioCatch Connect to combat fraud, facilitate digital transformation, and grow customer relationships. BioCatch’s Client Innovation Board, an industry-led initiative including American Express, Barclays, Citi Ventures, and National Australia Bank, helps BioCatch to identify creative and cutting-edge ways to leverage the unique attributes of behavior for fraud prevention. For more information, please visit www.biocatch.com.Your RoleAs the Director of Engagement Management, you will lead a team of highly skilled professionals to drive customer success and engagement. You will be responsible for managing and developing the Engagement Management team in North America, establishing operational objectives linked to strategy, and ensuring alignment with business goals. This role requires a deep understanding of BioCatch products and features, strong leadership skills, and the ability to influence multiple constituents on the strategic direction of programs.Key ResponsibilitiesTeam Management: Manage and develop a team of engagement managers, providing coaching and mentoring to ensure team successLeadership: Provide strategic leadership, coaching, mentoring the team and fostering autonomy. Drive strategic planning and process improvement. Leading the region as part of the North American Leadership TeamStrategy Execution: Establish operational objectives linked to strategy and develop policies that affect immediate operations. Deliver compelling messages to various audiencesCustomer Engagement: Support our customers through attending customer meetings and escalations as appropriate. Focusing on customer value creation, realization and growth.Product Utilization: Identify opportunities for further product utilization and help the sales team realize themProfessionalism: Maintain a strict level of professionalism whenever representing BioCatchRequirementsExperience: 5+ years of managing high performing teams in the Engagement Management, Customer Success or Account Management fields.10+ years of experience as a Project Manager, Engagement Manager, or Customer Success Manager, with at least 5 years of fraud/ cyber security/ AML experienceLeadership Skills: Proven ability to manage and develop teams, establish operational objectives, and influence strategic direction. Continuous learning mentality.Soft Skills: Exhibit excellent communication both written and verbal, presentation, organizational, and customer-orientation skills. Ability to prioritize and delegate effectively with follow up.Customer Engagement Skills: Support and influence customer direction. Ability to handle customer escalations effectivelyTechnical Skills: Demonstrate strong analytical skills and a foundational understanding of web and mobile app developmentSalary Range$175,000 - $195,000 a yearWe take care of our team inside and outside of work, with benefits designed to support your health, growth, and well-being.Flexible paid time off policySick, Maternity/ Paternity, and other paid leaves401(k) plan with up to 4% company matchHealthcare programs tailored to your needsLife insuranceWellness programs, EAP, and personalized health advocacyFully remote and shared space work options across the USMonthly reimbursements for home internet and cell phoneThe benefits listed reflect our offerings at the time of posting and may be adjusted, enhanced, or, where necessary, discontinued at the company's discretion.AI DisclaimerWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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