Director, Engagement Management, NAM

BioCatch 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, 34 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 identify creative and cutting-edge ways to leverage the unique attributes of behavior for fraud prevention. With over a decade of data analysis, more than 80 registered patents, and unparalleled experience, BioCatch continues to innovate to solve tomorrow’s problems. For more information, please visit www.biocatch.com.

As 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 Responsibilities: 

• Team Management: Manage and develop a team of engagement managers, providing coaching and mentoring to ensure team success 
• Leadership: 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 Team 
• Strategy Execution: Establish operational objectives linked to strategy and develop policies that affect immediate operations. Deliver compelling messages to various audiences 
• Customer 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 them 
• Professionalism: Maintain a strict level of professionalism whenever representing BioCatch 

• Experience: 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 experience 
• Leadership 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 effectively  
• Technical Skills: Demonstrate strong analytical skills and a foundational understanding of web and mobile app development 

Salary range: 175k - 205k USD annual

We 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 policy
• Sick, Maternity/ Paternity, and other paid leaves
• 401(k) plan with up to 4% company match 
• Healthcare programs tailored to your needs
• Life insurance
• Wellness programs, EAP, and personalized health advocacy
• Fully remote and shared space work options across the US
• Monthly reimbursements for home internet and cell phone

The benefits listed reflect our offerings at the time of posting and may be adjusted, enhanced, or, where necessary, discontinued at the company's discretion.