Engagement Manager

Summary

Join Feedzai as an Engagement Manager/Business Analyst and lead the delivery of order forms for our customers. You will be the primary client contact, managing project milestones, stakeholder communication, and data mapping. Leveraging your product expertise and project management skills, you will guide clients through implementation, addressing issues and ensuring successful product integration. This role requires strong analytical, problem-solving, and communication skills, along with experience in customer relationship management and project management within a SaaS environment. You will collaborate with cross-functional teams and contribute to product roadmap improvements based on client feedback. The position offers a chance to grow professionally while contributing to Feedzai's mission of preventing financial crime.

Requirements

• Bachelor’s Degree in Business, Management, Engineering or similar field
• At least 2 years experience in a Business Analyst role with responsibility of requirement elicitation
• Familiarity with API mapping and design
• Demonstrated skills in managing customer relationships for a managed services and/or SaaS organization
• 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 English communication skills
• Ability to manage client expectations and push back when necessary
• Experience leading workshops and project initiation meetings
• Experience with Visio or similar flowcharting software
• Understanding of data/schema definitions such as JSON and XML

Responsibilities

• Act as the primary point of contact for Feedzai’s customers and foster positive relationships with them in that role
• Identify 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
• Collaborate with the client with the support of Data Science and Risk Analyst teams to map the client’s fields to Feedzai’s standard API data dictionary
• Design process flows with an understanding of 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 the product activation from start to finish
• Work with the portfolio manager to manage client backlog and understand client 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
• Translate technical client requirement into user stories to be consumed by the Engineering team for implementation

Benefits

Remote work