Associate Technical Customer Success Manager

ZipRecruiter; Leeds; On-site; GBP 30,000 - 45,000; Full time

Job summary

A reputable data analytics company in Leeds seeks a Customer Engagement Specialist to enhance customer experience with RiskNarrative solutions. This role involves managing customer portfolios, delivering insights, and collaborating with various teams to meet strategic goals. The ideal candidate should have strong project management and analytical skills, along with a client-focused approach. Competitive benefits include health screening and generous holiday allowances.

Benefits

Generous holiday allowance

Health screening and private medical benefits

Employee Assistance Programme

Access to extensive learning and development resources

Qualifications

• Experience in customer engagement or success roles focused on SaaS platforms.
• Confident working with APIs and SQL.
• Exceptional client-first focused approach.

Responsibilities

• Deliver outstanding customer experience maximizing value from RiskNarrative.
• Manage a portfolio of customers ensuring deliverables are met.
• Work collaboratively with customers to understand business needs.

Skills

Customer relationship skills

Technical project management

Analytical experience

Problem-solving skills

APIs knowledge

SQL knowledge

Attention to detail

Job description

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, 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, 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/ 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

We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer:

• Generous holiday allowance with the option to buy additional days
• Health screening, eye care vouchers and private medical benefits
• Wellbeing programs
• Life assurance
• Access to a competitive contributory pension scheme
• Save As You Earn share option scheme
• Travel Season ticket loan
• Electric Vehicle Scheme
• Optional Dental Insurance
• 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 discounts scheme via Perks at Work

Learn more about the LexisNexis Risk team and how we work here