Customer Success Manager - Digital Identity & Authentication

Incognia is the innovator in location identity solutions that deliver cutting-edge user verification and account security across the digital journey. Leveraging over a decade of expertise in location technology, Incognia's novel approach provides frictionless experiences using device intelligence and the most precise location data available. Incognia enables customizable risk analysis and actionable insights from day one that empower consumer businesses to prevent fraud, protect users and build customer trust.

The team:

The Customer Success team is a multidisciplinary team, we work on the border between the technical (fraud and technology) and business (relationship, processes, upsell) worlds. We play a central role in the operation, helping to coordinate internal teams in order to resolve all customer-related issues. Therefore, we also exercise an internal leadership role, which requires maturity and negotiation skills. Finally, we have a very strong partnership with the sales team and the team responsible for integrations to ensure customer success at all stages of the process.

The opportunity:

The role of a Fraud Prevention Consultant is to ensure that the customer is getting the most value possible from our solution, ensuring that the client is achieving/exceeding expected results. We monitor usage metrics, suggest and coordinate the implementation of improvements, resolve technical issues and support the commercial team in upsell/cross sell opportunities.

Day-to-day responsibilities:

• Engage customers in strategy meetings to derive maximum value from their partnership with Incognia;
• Build and foster relationships with key decision makers and stakeholders across multiple customers.
• Manage a portfolio of Incognia accounts to combat diverse fraud types;
  • Monitor usage and performance metrics;
  • Propose improvements in customer processes, based on our solutions;
  • Monitor the resolution of internal improvements that impact the customer;
  • Follow customer roadmap activities related to our solutions;
• Manage the relationship with the main customer stakeholders;
  • Periodic meetings with the client for accountability and follow-up;
• Contribute to the maturation of the team/company processes Improvement of internal processes to optimize the scalability of our operations;
  • Participate in industry events (SaaS, authentication, anti-fraud and digital identity) in order to expand networking and continue to enhance industry knowledge.

Requirements:

• Bachelor’s degree in business or technology fields;
• 3+ years of experience with authentication, biometrics, anti-fraud, digital or mobile identity solutions;
• SaaS B2B experience;
• Previous experience managing medium/large accounts;
• Experience with data analysis and SQL - ability to work data in different tables/databases;
• Definition and analysis of KPIs;

Recruitment process:

• People interview
• Manager interview
• Technical Case
• Technical Case Presentation
• Cultural Fit with CTO and CEO

Incognia is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. All applicants are encouraged to apply and won't be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws. Join us and be part of a team that values and promotes equal employment opportunities.