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Director, Engagement Management
Location
United States
Posted
115 days ago
Salary
$175K - $195K / year
Seniority
Lead
Job Description
Director, Engagement Management
BioCatch
• Manage and develop a team of engagement managers, providing coaching and mentoring to ensure team success • 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 • Establish operational objectives linked to strategy and develop policies that affect immediate operations. Deliver compelling messages to various audiences • Support our customers through attending customer meetings and escalations as appropriate. Focusing on customer value creation, realization and growth. • Identify opportunities for further product utilization and help the sales team realize them • Maintain a strict level of professionalism whenever representing BioCatch
Job Requirements
- 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
Benefits
- 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
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