Associate Customer Engagement Manager

LexisNexis Risk Solutions; New York (NY); On-site; USD 79,000 - 131,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

Wellbeing program

Life insurance

Family benefits

Commuter benefits

Paid time off

Job summary

LexisNexis Risk Solutions is seeking a Customer Engagement Specialist to support ongoing management and optimization of existing RiskNarrative customers. You will coordinate and deliver technical and operational activity across Sales, Product, Software Engineering, Professional Services and Support.

You will lead strategic engagement services, drive roadmaps with Account Management, and deliver performance reviews to demonstrate ROI.

Qualifications

• Experience in customer engagement/success/SAAS platforms handling technical projects.
• Strong technical or analytical experience; comfortable with APIs and SQL.
• Excellent client-facing skills and a customer-first mindset.
• Able to solve problems with attention to detail and manage multiple streams.

Responsibilities

• Deliver outstanding customer experience and maximize ROI from RiskNarrative.
• Manage a portfolio of customers and ensure all engagement deliverables.
• Be the product expert for RiskNarrative and advise on use cases.
• Identify platform optimization opportunities through data analysis.
• Collaborate with customers to align solutions with business goals.
• Define and deliver strategic roadmaps with Account Management.
• Lead configuration, optimization, training, and delivery projects.
• Coordinate with cross-functional teams to represent customer needs.
• Present regular strategic service reviews on performance and objectives.

Skills

Technical/Analytical experience

APIs & SQL

Customer relationship skills

Problem solving

Time zone alignment

Bilingual Spanish

Job description

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 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 optimization 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.
• Performing all other duties as assigned.

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
• Must be located in the Eastern or Central time zone.
• Bilingual Spanish preferred.

Working For You

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:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• In addition to annual Paid Time Off, we offer up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice

U.S. National Base Pay Range: $71,600 - $119,400. Geographic differentials may apply in some locations to better reflect local market rates. Base Pay Range for CO is $71,600 - $119,400. Base Pay Range for IL is $75,200 - $125,500. Base Pay Range for Chicago, IL is $78,700 - $131,400. Base Pay Range for MD is $75,200 - $125,500. Base Pay Range for NY is $78,700 - $131,400. Base Pay Range for New York City is $85,900 - $143,300. Base Pay Range for Rochester, NY is $71,600 - $119,400. Base Pay Range for OH is $68,000 - $113,400. Base Pay Range for NJ is $84,546- $135,054. Application deadline is 09/13/2026.

We know your well-being and happiness are key to a long and successful career. We are delighted to offer country specific benefits. Click here to access benefits specific to your location.