Customer Success Manager, Business Services (Remote)

Remitly • SC

82d • $64,300 - $107,100

About The Position

The Customer Success Manager (CSM) role works on an ongoing basis with our clients to drive the utilization of LexisNexis Risk Solutions products across various platforms to create positive business outcomes. The CSM is also responsible for identifying new cross-sell / up-sell opportunities within the existing client base.

Requirements

• 3+ years of customer success or sales experience.
• Bachelor's degree in Business, etc. or equivalent experience.
• Experience working with customers in a variety of industries, such as financial services, fintech, and credit.
• Consultative skills with the ability to collaborate and to explore options with customers.
• Strong organizational and project management skills.
• Excellent communication skills, both written and verbal.
• Ability to work in a team environment, by soliciting input and feedback.

Responsibilities

• Engaging with clients post-implementation to address product performance inquiries and ensure ROI has been met.
• Optimizing every client contact to assess additional client needs and uncover additional sales opportunities.
• Preparing client correspondence per established communication plan and communicate regularly with clients, both proactively and on demand.
• Resolving service delivery or quality problem issues raised by clients and working with internal teams to respond to these issues, including participating in problem resolution process with support teams.
• Ensuring appropriate resources remain focused on issue resolution; escalating roadblocks through management teams as needed.
• Collaborating with the product team to further develop knowledge on particular solutions to enhance the client’s experience with LexisNexis Risk Solutions.
• Ensuring continuous improvement by identifying changes in performance, completing and documenting analysis and drive enhancements to production.

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.
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees