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, risk.lexisnexis.com
About the Team
The Customer Engagement team acts as a center 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 operational activity. This involves working cross functionally with Sales, Product Management, Software Engineering, Professional Services and Support.
We are actively looking for two individuals for this role. The person hired can be remote in the US.
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 have been 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
- Performing ad hoc 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/ account management /SaaS platforms), managing technical projects
- 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 and service level agreements while delivering an exceptional customer experience
- Have technical, SaaS or analytical background or experience, familiar working with APIs, SQL
- Having experience working in the financial crime sector is preferred, however not essential
- Having Spanish or Portuguese language skills is preferred, however not essential