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, including american express, barclays, citi ventures, and national australia bank, helps identify innovative ways to leverage behavior for fraud prevention. With over a decade of data analysis, more than 80 patents, and extensive experience, biocatch continues to innovate. For more information, visit
we seek an exceptional individual to join our professional services team as an engagement manager. You will work with a portfolio of major customers to drive utilization of the biocatch behavioral biometric solution, aiming for positive business outcomes. Post-sales, you will define strategic directions, collaborate to solve problems, and work with strategic account managers to explore new opportunities to leverage biocatch data and services for fraud protection. You will present solutions to diverse audiences, from executives to business owners, maintaining a trusted advisor role. This role primarily focuses on top-tier financial institutions in latin america, including brazil.
role responsibilities:
* manage risks to the efficacy of the biocatch solution for strategic customers.
* serve as the main contact for consulting, incident reporting, and escalation, working with support, service delivery, threat analysts, and data scientists.
* communicate customer expectations to the solution delivery and threat analysis teams.
* lead project teams through customer issues by identifying solutions, executing plans, and informing stakeholders.
* hold regular meetings with customers to update on product releases, gather feedback, and promote early adoption of new features.
* advocate for customers within biocatch, managing escalations and internal communication.
* lead and present customer business reviews to review achievements, set goals, and plan projects.
* provide updates on customer status and kpis to internal teams.
* work with strategic account managers to identify new sales opportunities.
* promote the biocatch solution through conference presentations and personal branding.
* support event preparations like biocatch connect and fraud fighters, ensuring customer participation.
* assist with compliance documentation and customer requests about biocatch.
* coordinate projects, develop plans, and manage timelines and resources.
* track milestones, identify risks, and ensure project scope adherence.
* coach team members, provide feedback, and solicit input.
* prepare or review statements of work, validate technical feasibility, and estimate efforts.
* support escalations related to production incidents.
requirements
* at least 5 years of post-sales consulting experience in cyber security, fraud, payments, or technology with top-tier clients.
* bachelor’s degree in a stem or quantitative discipline; strong candidates from other fields considered.
* excellent verbal and written communication skills.
* fluent in english and spanish; portuguese is highly desirable.
* experience working with technical teams and translating requirements for non-technical stakeholders.
* expertise in consultative skills, collaboration, active listening, and client needs analysis.
* proficiency in data quality concepts and tools for issue resolution.
* strong organizational and project management skills.
* ability to prioritize, meet deadlines, and handle multiple requests.
* teamwork, negotiation skills, and conflict management capabilities.
* ability to work under pressure, with a positive attitude, entrepreneurial spirit, and drive.
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