Associate Customer Engagement Manager
About The Position
LexisNexis Risk Solutions is seeking an Associate Customer Engagement Manager to support the ongoing management and optimization of existing customers of RiskNarrative. This role is responsible for the coordination and delivery of technical and operational activity, requiring cross-functional collaboration with Sales, Product Management, Software Engineering, Professional Services, and Support. The Customer Engagement team serves as a center of excellence for the LexisNexis® RiskNarrative® product, delivering Strategic Engagement Services throughout the customer lifecycle. RiskNarrative is a product that unifies fraud detection, financial crime prevention, compliance, and risk management across the entire customer lifecycle through automation.
Requirements
- Experience in a similar role (customer engagement / success/ saas platforms), managing technical projects
- Exceptional technical or analytical experience; confident working with APIs, SQL etc
- Expert customer relationship skills and a client-first focused approach to working with a range of stakeholders
- Problem-solving and investigative skills with high attention to detail
- Able to handle multiple streams of work simultaneously
- Able to react well to rapidly changing requirements with a positive attitude
- Able to meet deadlines while delivering an exceptional customer experience
- Must be located in the Eastern or Central time zone.
- Bilingual Spanish preferred.
Nice To Haves
- Having experience working in the financial crime & fraud sector is beneficial, however not essential
Responsibilities
- Delivering an outstanding customer experience for our customers to maximize their value and ROI from RiskNarrative
- Managing a portfolio of customers and ensuring all strategic engagement services deliverables are met
- Being an expert in RiskNarrative’s product suite and bespoke customer use cases to provide valuable insight and guidance
- Identifying areas for optimisation of the platform through regular reviews, analysing data to drive insights and clearly presenting to customers
- Working collaboratively with customers to understand specific business needs and ensure the solutions configured in RiskNarrative deliver against their ongoing business objectives
- Defining, building and delivering strategic roadmaps to meet strategic business goals, working closely with Account Management
- Leading regular configuration, optimization, training and delivery projects
- Collaborating with cross-functional teams to identify and represent customer needs and developing solutions
- Delivering regular strategic service reviews regarding performance and tracking against objectives to customers and internal stakeholders.
- Performing all other duties as assigned.
Benefits
- Comprehensive, multi-carrier program for medical, dental and vision benefits
- 401(k) with match and an Employee Share Purchase Plan
- Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
- Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
- Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
- Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
- In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
