OverviewCustomer Engagement Manager (mid-level tech role) — LexisNexis Risk Solutions. Posted Mar 6. Full-time. Negotiable. Master (>10 yrs).About the BusinessLexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer 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 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 risk.lexisnexis.comAbout the TeamThe 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 RoleYou 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 role follows a hybrid work model. The expectation is that this role will work from the São Paulo office 1–2 times per week, so it will not be a fully remote position.ResponsibilitiesDelivering an outstanding customer experience for our customers to maximize their value and ROI from RiskNarrativeManaging a portfolio of customers and ensuring all strategic engagement services deliverables are metBeing an expert in RiskNarrative’s product suite and bespoke customer use cases to provide valuable insight and guidanceIdentifying areas for optimisation of the platform through regular reviews, analysing data to drive insights and clearly presenting to customersWorking collaboratively with customers to understand specific business needs and ensure the solutions configured in RiskNarrative deliver against their ongoing business objectivesDefining, building and delivering strategic roadmaps to meet strategic business goals, working closely with Account ManagementLeading regular configuration, optimization, training and delivery projectsCollaborating with cross-functional teams to identify and represent customer needs and developing solutionsDelivering regular strategic service reviews regarding performance and tracking against objectives to customers and internal stakeholders.RequirementsHave experience in a similar role (customer engagement / success/ saas platforms), managing technical projectsHave exceptional technical or analytical experience, confident working with APIs, SQL etcHave expert customer relationship skills and a client-first focused approach to working with a range of stakeholdersHave problem-solving and investigative skills with high attention to detailAble to handle multiple streams of work simultaneouslyAble to react well to rapidly changing requirements with a positive attitudeAble to meet deadlines while delivering an exceptional customer experienceHaving experience working in the financial crime & fraud sector is beneficial, however not essentialFluent in Portuguese and full working proficiency in Spanish
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