Engagement Manager

Given our exceptional growth, we are expanding and hiring an Engagement Manager to join us on this exciting journey. The Engagement Manager ensures that our clients and Bishop Fox realize value from our products and services. They have an in-depth understanding of the offensive cybersecurity industry and are responsible for managing client satisfaction and increasing customer engagement with Bishop Fox offerings. The Engagement Manager works directly with customers, as well as internally across delivery teams, account management, product, and marketing, to advocate for value realization throughout the customer lifecycle.**Responsibilities**As an Engagement Manager at Bishop Fox, your responsibilities will include but not be limited to:Ensure that customers realize value from Bishop Fox services at each touchpoint of the customer experience. Initial objectives include:- Oversee delivery of Bishop Fox products and services to ensure compliance with contract deliverables and Service Level Objectives- Delivering medium (100-500 hours) to large (500 hours and larger) projects on time, within scope and under budget- Executing project plans, proactively identifying, and managing risks, resolving/ escalating issues and driving projects to successful completion- Building relationships with clients as measured by Net Promoter Score (NPS), ad hoc feedback, and successive contracts.- Provide customer insights based on customer engagement results, YoY trending, industry comparison, and security best practices and provide this information to both customers and to account planning teams for upsell/cross-sell opportunities.- Creating and managing weekly internal and client facing status reports on each engagement- Participate in both internal and client-facing service and account reviews, guiding and representing customer value objectives.- Drive and participate in go-to-green planning on customer accounts across Bishop Fox delivery, product, and Sales teams.- Design strategic account support through proactively maintaining high-level technical and operational expertise and understanding of industry trends and customer requirements.- Contribute to improvements of products and/or services by providing feedback to internal teams as well as customer-facing responses to repeat questions.- Manage and drive customer satisfaction to meet Bishop Fox objectives.- Identifying client concerns and conducting effective root cause analysis and corrective action plansMature the customer success function in line with the strategic roadmap of the program, including the following initial objectives:- Drive the process for renewals on select repeat program work.- Report internally on customer satisfaction metrics, including NPS scores and feedback.**Requirements**:In addition to the above, the following is a list of skills and traits that describe you. If you have most of these, we'd like to speak with you.- At least 3 years of project management experience with security related projects- 2+ years' experience as a Customer Success Manager or related role- Strong understanding of the terminology and guidelines set forth in the Project Management Body of Knowledge (PMBOK)- Bachelor's degree strongly preferred- Deeply understands customer security business goals, environment, pain points, and operational maturity, as well as their ultimate desired outcome- Professional fluency in English and Spanish- Navigates difficult client situations with expert negotiation skills and a client service-mentality.- Cybersecurity knowledge is desired, preferably with penetration testing projects, but not required.- Well-versed in the Microsoft Office Suite, particularly experienced with Excel- Experience working in a matrixed organizationBishop Fox has always allowed its employees to work remotely, and this role could work anywhere in Mexico. Our comprehensive benefits program is tailored to meet your needs at an affordable price. We embrace diversity and an inclusive culture. We value our employees and who they are, which fosters a powerful and collective talent base to successfully serve our clients and the security community with unparalleled expertise.