Associate Customer Engagement Manager

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 optimization of the platform through regular reviews, analyzing 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

U.S. National Base Pay Range : $70,200 - $117,100. Geographic differentials may apply in some locations to better reflect local market rates. If performed in Illinois, the pay range is $73,700 - $122,900. This job is eligible for an annual incentive bonus.

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

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.

Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams.

Please read our Candidate Privacy Policy.

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. USA Job Seekers : EEO Know Your Rights.