Manager, Engagement Management, Partners

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.

Come and work with intensely curious people who are dedicated to innovation, growth, and protecting customers against cybercrime and fraud!

We are seeking a dynamic and strategic Manager of Engagement Management for Partners to lead a team focused on delivering exceptional engagement experiences across our partner ecosystem. This role is responsible for managing day-to-day operations, aligning partner engagement strategies with business goals, and driving customer success through collaboration, innovation, and operational excellence. This role is a ‘player/coach’ that will manage a small team of engagement managers and manage some partnerships with direct customer involvement.

Key Responsibilities

Team Leadership & Supervision

• Manage and mentor a team of Engagement Managers supporting partner accounts.
• Provide coaching and development to team members, fostering a culture of accountability and excellence.
• Direct team activities using functional knowledge and ensure alignment with operational goals.

Partner Engagement & Relationship Management

• Build and maintain strong relationships with strategic partners, acting as a liaison between them and internal stakeholders.
• Collaborate with partners to set objectives, plan timelines, and review achievements.
• Address and anticipate partner concerns, proactively providing solutions.

Customer Management

• Manage a mid-size portfolio of customers, responsible for customer onboarding and education.
• Conduct Customer Business Reviews

Strategy Execution & Operational Planning

• Develop tactical plans to meet operational objectives and contribute to broader strategic initiatives.
• Recommend changes to policies and processes to improve partner engagement outcomes.

Business Impact & Accountability

• Make decisions that impact the immediate team and partner outcomes.
• Manage travel and expense budgets effectively, ensuring alignment with policy and project goals.

Cross-Functional Collaboration

• Partner with internal teams across Sales, Product, Threat Analytics and Solution Engineering to identify opportunities for further product utilization.
• Ensure timely completion of administrative tasks including timesheets, expenses, and CRM updates.

Required Skills & Competencies:

• Excellent communication and presentation skills tailored to diverse audiences.
• Strong organizational skills with the ability to prioritize and manage multiple projects
• Customer orientation with a focus on delivering value and building trust.
• Experience in coaching and mentoring team members.
• Ability to create and optimize repeatable processes.
• High-level understanding of web and mobile app development and ability to scope technical implementations.
• Ability to resolve conflict diplomatically
• Ability to assess the business impact of decisions and manage budgets effectively.
• Proven ability to lead teams and drive strategic planning.

Qualifications:

• Bachelor’s degree in a STEM or business-related field.
• Minimum 5 years of experience in Engagement Management, Project Management, or Customer Success.
• Experience managing partner relationships is highly preferred.
• Demonstrated success in leading teams and driving customer outcomes.