Director of Customer Success - US/Canada
DataVisor, United States
Job Description
About DataVisor:
DataVisor is a next generation security company that utilizes industry leading technologies to detect fraudulent activity for financial transactions, mobile user acquisition, social networks, commerce and money laundering. Our solution is used by some of the largest enterprises in the world, including VISA, FedEx, SoFi, Affirm, Synchrony Financial, Booking.com, SONY and Binance, to protect them from the ever-increasing risk of fraud.
DataVisor holds a rich portfolio of AI-powered SaaS products, such as Risk Platform, dEdge SDK, Unsupervised Machine Learning modeling platform, Case Management and Knowledge Graph. Our award-winning software is powered by a team of world-class experts in fraud prevention, big data, security, and scalable infrastructure. Our culture is open, positive, collaborative, and results driven. Come join us!
Job Summary:
As a Director of Customer Success, you report to the VP of Customer Success, and are responsible for the end-to-end post-sales journey of some of our strategic customers in North America and Europe. You are an experienced fraud fighter yourself with the big pictures of fraud management in mind, and will lead a team of Fraud Strategy Managers (FSMs) to build a framework with dashboards to monitor the business values customers are getting from our solutions, e.g. fraud rate control, good user impact rate, fraud rule detection performance, machine learning model performance, case review operation efficiency. For newly onboarded customers, you will partner with our Solution Delivery team to ensure the data integration with customer’s systems and solution configuration (e.g. rules, models, and case review workflow) are implemented properly to set stage for the long term customer success. You will also oversee Fraud Detection Quality Improvement projects with customers where FSMs provide professional services e.g. False Positive / False Negative analysis, rule performance tuning, model score utilization recommendation. When you see upsell or expansion opportunities in the accounts, you will partner with our Sales team to discover and convert the opportunities with workshops, Proof of Concepts (POCs), and consulting sessions. You will join and lead business review meetings (onsite or remote) e.g. QBRs, to present our solutions’ value to executives from both customer team and DataVisor team.
Job Location:
This job is remote based. Can be in the US or Canada.
East Coast Time Zone is preferred as you will need to talk to Europe-based customers.
Specific Job Duties:
- Deeply understand client use cases and define plans to achieve success criteria
- Develop and use a comprehensive framework to track the customers’ business values
- Oversee and lead the data integration with and onboarding of new customers
- Oversee and lead professional service projects to improve rule and model detection performance
- Lead remote or onsite QBRs to present solution values to and align priorities with customer teams
- Partner with the Sales team on relationship management, renewal, and upsell executions
Requirements
Skillset Requirements:
- 5+ years of fraud/risk management and fraud analytics experience in banking, fintech, or payment industries, where machine learning models and/or rules are utilized for fraud prevention of problems e.g. banking transaction fraud, card payment fraud, account takeover.
- B.A./B.S. degree in a technical or analytical discipline
- Great communication and presentation skills
- Experience of building dashboards for business intelligence and/or detection system monitoring
- Strong sense of project ownership, and multitasking skills in a fast pace environment
- Excellent data analytics skills using tools like SQL, Python, R.
Benefits
Bonus, Stock options, 401k, Health Benefits