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
Learn more about the LexisNexis Risk team and how we work here
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At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups.
We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
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