Engagement Manager

Who Are You and What You’ll Do

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's objectives.