Fraud Services Account Manager

IBM • Boston, MA • 2h ago

Introduction

Trusteer, an IBM Security group, is seeking a motivated and proactive Fraud Account Service Manager to act as the primary contact and trusted advisor for our customers. In this role, you will help maximize the value of Trusteer products by guiding customers based on their needs and resources. You will work closely with customer analysts and management teams, helping bridge the gap between technical capabilities and business objectives.

Your role and responsibilities

Primary Technical and Escalation Point: Own the client relationship as the central contact for fraud inquiries, security policy rollouts, and high-level technical troubleshooting.

Database and Risk Intelligence: Leverage your background as a data analysis to analyze complex risk landscapes, providing data-driven recommendations that maximize platform value.

Technical Translator: Act as the bridge between clients and engineering, accurately translating complex technical requests, API enhancements, and database integration needs for the product team.

Strategic Process Optimization: Deep-dive into institutional risk assessments and fraud workflows to align platform detection strategies with the client's unique operational environment.

Advanced Problem Ownership: Independently drive technical challenges to resolution, utilizing deep analytical acumen to bridge the gap between customer requirements and internal analysis teams.

Organize and lead weekly calls : Present to your customers on a weekly basis system performance, KPIs and, open items and actions.

Required technical and professional expertise

Financial Fraud background: 3+ years of experience in high-impact, customer-facing Analyst or Solutions Architecture roles, preferably within the financial services sector.

Database and Analytical Proficiency: Moderate proficiency in SQL and database log analysis to identify patterns, investigate anomalies, and develop data-driven logics.

Technical Stack Fluency: Understanding network technologies like REST APIs, JSON, HTML, JavaScript, and HTTP/Proxy.

Strategic Technical Liaison: Proven ability to translate complex requirements between internal the field and the lab.

Independent Problem Ownership: Independent technical problem-solver comfortable driving cross-functional teams with limited availability.

Technical Presentations and Communication: Native-level English with the ability to deliver technical presentations and documentation to both analysts and executive management. You will run weekly presentations with your customers.

Preferred technical and professional experience

Information security background.

Additional language (Spanish / Portuguese / French).

Degree in Information Systems or a similarly analytical field.

IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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