Fraud Services Account Manager

Introduction

Trusteer, an IBM Security Group, is seeking a highly motivated and proactive Fraud Account Service Manager to serve as the primary point of contact and trusted advisor for our valued customers. In this role, you will be responsible for maximizing Trusteer products utilization, by providing the customer with professional guidance, based on their requirements and resources. You will collaborate closely with the customer analysts and management teams, playing a key role in bridging the gap between technical capabilities and business outcomes.
This position is global, so hours flexibility is required. Some calls and meetings occur outside of standard working hours.

Your role and responsibilities

• Be the Main Focal Point for the Customer: Own the relationship with assigned clients, serving as their primary point of contact for all fraud-related inquiries, escalations and security policy rollouts.
• Proactive Customer Engagement: Develop and maintain strong, proactive relationships with customers, anticipating their needs and providing strategic guidance on how to best leverage our fraud prevention solutions.
• Independent Problem Solving: Take ownership of technical challenges and drive them to resolution, utilizing your technical acumen and internal resources effectively.
• Project Management: Drive internal team collaboration, acting as a central point of facilitation, and ensure consistent visibility for the customer through regular updates and a clear articulation of progress.
• Maximize Customer Value: Understand the customer's business objectives and risk landscape to provide recommendations and solutions that demonstrably maximize the value and return on their investment in our fraud prevention platform.
• Collaborate with Fraud Analysts and Management: Effectively communicate technical details and customer requirements to our internal fraud analysis teams and provide clear, concise updates and strategic insights to both internal and external management levels.
• Translate Customer Requests to the Lab: Act as a crucial liaison by clearly and accurately translating customer technical requests, feature enhancements, and integration requirements to our internal development and product teams (the "lab").
• Timely Responses and Communication: Ensure prompt professional responses to all customer inquiries and maintain clear and consistent communication throughout all interactions.
• Meet on a Weekly Basis: Conduct regular weekly meetings with key customer stakeholders to review progress, address any issues, discuss strategic initiatives, and maintain a strong collaborative partnership.
• Understand Customer Risk Assessment and Fraud Related Processes: Develop a deep understanding of each customer's unique risk assessment methodologies, fraud detection strategies, and overall fraud-related operational processes to tailor our solutions and support effectively.

• Working with a global customer base across different time zones requires flexibility in working hours, including occasional calls and meetings outside of standard business hours.
• Few years of experience in technical account management, solutions architect, or similar customer-facing technical role, preferably within the fraud prevention, cybersecurity, or financial services industries.
• Ability to work independently, take initiative, and drive results.
• Excellent communication (written and verbal), presentation, and interpersonal skills.
• Strong collaboration skills and experience working successfully in matrix environments.
• Experience working directly with both technical teams (e.g., analysts, engineers) and management stakeholders.
• Self-learning ability, using online materials and internal knowledge base.
• Familiarity with web and network technologies like HTML, JavaScript, HTTP, Proxy, REST API , JSON.
• Solid understanding of SQL with the ability to write moderately complex queries
• English - Advanced / Professional
• Spanish - Professional

• Information security background
• Additional language (French, Portuguese ) proficiency