Customer Engagement Manager

LexisNexis; Greater London; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading risk assessment firm in Greater London seeks a Customer Engagement Associate to manage existing customers of their RiskNarrative product. The role involves delivering outstanding customer experiences, managing technical projects, and collaborating with various stakeholders to ensure customer objectives are met. Ideal candidates have experience in customer success roles, technical skills, and a client-first mentality. Competitive benefits include generous holiday allowances and health benefits.

Benefits

Generous holiday allowance

Health screening and medical benefits

Life Assurance

Contributory pension scheme

Employee Assistance Programme

Qualifications

• Experience in customer engagement or success within SaaS platforms.
• Exceptional technical or analytical skills.
• Expertise in customer relationship management.
• High attention to detail with problem-solving skills.
• Ability to manage multiple tasks simultaneously.

Responsibilities

• Deliver outstanding customer experience and maximize value from RiskNarrative.
• Manage a portfolio of customers meeting all service deliverables.
• Provide insights and guidance on RiskNarrative’s product suite.
• Analyze data to identify optimization opportunities.
• Collaborate with customers to meet business objectives.

Skills

Customer engagement

Technical project management

Analytical skills

API knowledge

SQL proficiency

Problem-solving

Attention to detail

Job description

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 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.

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, optimisation, 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

Workingforyou:Weknowthatyourwellbeingandhappinessarekeytoalongandsuccessfulcareer.Thesearesomeofthebenefitswearedelightedtooffer:

• Generous holiday allowance with the option to buy additional days
• Health screening, eye care vouchers and private medical benefits
• Life Assurance
• Access to a competitive contributory pension scheme
• Save As You Earn share option scheme
• Travel Season ticket loan
• Electric Vehicle Scheme
• Maternity, paternity and shared parental leave
• Employee Assistance Programme
• Access to emergency care for both the elderly and children
• RECARES days, giving you time to support the charities and causes that matter to you
• Access to employee resource groups with dedicated time to volunteer
• Access to extensive learning and development resources
• Access to employee discount scheme via Perks at Work

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 or please contact 1-855-833-5120.

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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.