Associate Customer Engagement Manager

About the Business

Lexis Nexis 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 Lexis Nexis Risk at the link below,

The Customer Engagement team acts as a center of excellence for the Lexis Nexis® Risk Narrative® product, responsible for delivering Strategic Engagement Services to customers throughout their lifecycle. Risk Narrative brings powerful automation under total control, uniting fraud detection, financial crime prevention, compliance and risk management across the entire customer lifecycle for our customers.

You will support the ongoing management and optimization of existing customers of Risk Narrative. 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.

• Delivering an outstanding customer experience for our customers to maximize their value and ROI from Risk Narrative
• Managing a portfolio of customers and ensuring all strategic engagement services deliverables are met
• Being an expert in Risk Narrative'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 Risk Narrative 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

• 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
• Must be located in the Eastern or Central time zone
• Bilingual Spanish preferred

We know that your wellbeing and happiness are key to a long and successful career.

Health Benefits:

Comprehensive, multi-carrier program for medical, dental and vision benefits

Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan

Wellbeing:
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

U.S. National Base Pay Range: $71,600 -…