Associate Customer Engagement Manager

About the Business
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. You can learn more about LexisNexis Risk at the link below,

About the Team
The Customer Engagement team acts as a centre of excellence for the LexisNexis RiskNarrative product, responsible for delivering Strategic Engagement Services to customers throughout their lifecycle. RiskNarrative brings powerful automation under total control, uniting fraud detection, financial crime prevention, compliance and risk management across the entire customer lifecycle for our customers.

About the Role
You will support the ongoing management and optimisation of existing customers of RiskNarrative. You will be responsible for the coordination and delivery of technical and operational activity. This involves working cross functionally with Sales, Product Management, Software Engineering, Professional Services and Support.

*This is a Hybrid work model.

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.

Requirements:

• Have experience in a similar role (customer engagement / success/ saas platforms), managing technical projects

• Have exceptional technical or analytical experience,; confident working with APIs, SQL etc

• Have expert customer relationship skills and a client-first focused approach to working with a range of stakeholders

• Have 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

• Having experience working in the financial crime & fraud sector is beneficial, however not essential

• Fluent in Portuguese and full working proficiency in Spanish

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