Associate Customer Engagement Manager

November 14

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Scientific, Technical & Medical • Risk & Business Analytics • Legal • Exhibitions • Information Technology

10,000+ employees

Founded 1993

🏢 Enterprise

🔬 Science

🔐 Security

Description

• Support the ongoing management and optimisation of existing customers of RiskNarrative. • Responsible for the coordination and delivery of operational activity. • Work cross functionally with Sales, Product Management, Software Engineering, Professional Services and Support. • Deliver outstanding customer experience to maximize value and ROI from RiskNarrative. • Manage a portfolio of customers, ensuring all strategic engagement services deliverables are met. • Be an expert in RiskNarrative’s product suite and bespoke customer use cases. • Identify areas for optimisation of the platform through regular reviews. • Collaborate with customers to understand specific business needs. • Define, build and deliver strategic roadmaps to meet strategic business goals. • Perform ad hoc configuration, optimization, training and delivery projects. • Collaborate with cross-functional teams to identify and represent customer needs. • Deliver regular strategic service reviews regarding performance to customers and internal stakeholders.

Requirements

• Have experience in a similar role (customer engagement/ success/ account management /SaaS platforms), managing technical projects • 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 and service level agreements while delivering an exceptional customer experience • Have technical, SaaS or analytical background or experience, familiar working with APIs, SQL • Having experience working in the financial crime sector is preferred, however not essential • Having Spanish or Portuguese language skills is preferred, however not essential