Engagement Manager

Feedzai is the world’s first RiskOps platform for financial risk management, and the market leader in safeguarding global commerce with today’s most advanced cloud-based risk management platform, powered by machine learning and artificial intelligence. Feedzai is securing the transition to a cashless world while enabling digital trust in every transaction and payment type. The world’s largest banks, processors, and retailers trust Feedzai to protect trillions of dollars and manage risk while improving the customer experience for everyday users, without compromising privacy. Feedzai is a Series D company and has raised $282M to date. With a valuation of +$1.5B, the company's technology protects 900 million people in 190 countries. 

You:

We're looking for an Engagement Manager who has strong analytical, problem solving, and communication skills who also demonstrates a strong passion for client success and product adoption. This role will serve as the leader for the delivery of the Order Form for our customers, which will include milestones such as defining the scope, stakeholder identification, data dictionary definition, and more.
You will combine product expertise with business acumen and general project management skills to lead the client through the implementation phase of each project. Being the client's primary point of contact, you should be able to coordinate multiple priorities and ensure the client can overcome any obstacles during the implementation process. You should continuously grow your professional skills through training, self-development and by successfully guiding clients in integrating Feedzai’s products to prevent financial crime.

Your Day to Day:

• Act as the primary point of contact for Feedzai’s customers and foster positive relationships with them in that role.
• Understand each client’s expectations and requirements and effectively communicate them across functional teams.
• Become a subject matter expert of Feedzai’s products and advise clients about best practices regarding their use.
• Work with Data Science and Risk Analyst teams to map the client’s fields to Feedzai’s standard data dictionary for that use case.
• Design process flows based on the customer’s event flow and current state..
• Collaborate with cross functional teams in a multicultural environment.
• Address customer issues with speed and efficiency.
• Perform project management tasks such as communicating the project status to both internal and external stakeholders, reminding clients about implementation milestones along with their due dates, facilitating meetings, taking meeting notes and leading projects from start to finish.
• Work with the portfolio manager to manage client backlog and understand project timelines.
• Define and assess project risks and effectively devise mitigation plans.
• Provide updates to internal cross-functional partners (Product Management, Product Development, Portfolio Managers) on customer perspectives, risks, strategic insights, issue resolution activities, and expansion opportunities.
• Collaborate with the product and software development teams to ensure customer feedback is incorporated into our product roadmap.

You Have & You Know-how:

• Bachelor’s Degree in Business, Management, Engineering or similar field.
• At least 3 years in a customer relationship role; either in Customer Success, Professional Services or Consulting working with SaaS / product management teams strongly preferred.
• Demonstrated skills in managing customer relationships for a managed services and/or SaaS organization.
• Strong project management experience, including the ability to effectively prioritize different clients’ deliverables.
• Experience being hands on with leading Customer Onboarding and Implementations.
• Experience with the full Standard Development Lifecycle (SDLC).
• Strong analytical and organizational skills.
• Have leadership, adaptability, problem-solving, and critical thinking skills.
• Be solution-oriented and take initiative when issues arise.
• Excellent verbal and written communication skills.
• Ability to manage client expectations and push back when necessary.
• Experience leading workshops and project initiation meetings.
• Experience with JIRA.
• Experience with Visio or similar flowcharting software
• Excellent verbal and written communication in English

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Your First 30-Days at Feedzai:

You will be immersed in our brand with training, connections, and one-on-one time with your manager. You may shadow your colleagues virtually or onsite at an office depending on where you work as you are supported through your Feedzai journey. In addition, you will have access to a ton of information to give you history, context, and all the knowledge you can handle about Feedzai and the team. Finally, you will start working on projects and collaborating on work currently being done. We can't wait to have you join the team!

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Feedzai Culture

Feedzai is an Equal Opportunity Employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Feedzai does not accept unsolicited resumes from recruiters or employment agencies. 

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