Associate Customer Engagement Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in the ongoing management and enhancement of current RiskNarrative clients

• Organize and execute technical and operational tasks

• Provide an exceptional customer experience to maximize customer value and return on investment from RiskNarrative

• Oversee a portfolio of clients and ensure the delivery of strategic engagement services

• Offer insights and guidance on RiskNarrative’s product offerings and customized customer use cases

• Identify opportunities for platform optimization through regular assessments and data analysis

• Clearly present customer insights to clients

• Understand specific business requirements and ensure that RiskNarrative solutions align with ongoing business goals

• Define, create, and implement strategic roadmaps in collaboration with Account Management

• Lead configuration, optimization, training, and project delivery initiatives

• Work together with cross-functional teams to identify customer needs and formulate solutions

• Provide strategic service reviews detailing performance and progress towards objectives to clients and internal stakeholders

• Perform any other assigned duties

⛳️ Requirements

• Proven experience in a similar customer engagement, customer success, or SaaS platform position

• Background in managing technical projects

• Outstanding technical or analytical skills

• Proficiency in working with APIs and SQL

• Excellent customer relationship abilities and a client-first mindset with various stakeholders

• Strong problem-solving and investigative skills with meticulous attention to detail

• Capability to manage multiple tasks concurrently

• Adaptability to rapidly changing requirements

• Ability to meet deadlines while ensuring an exceptional customer experience

• Experience in the financial crime and fraud sector is advantageous but not mandatory

• Must reside in the Eastern or Central time zone

• Bilingual in Spanish is preferred

🏝️ Benefits

• Comprehensive, multi-carrier program for medical, dental, and vision benefits

• 401(k) with matching contributions

• Employee Share Purchase Plan

• Wellness platform offering incentives

• Subscription to the Headspace app

• Employee Assistance and Time-off Programs

• Short-and-Long Term Disability insurance

• Life and Accidental Death Insurance

• Critical Illness insurance

• Hospital Indemnity

• Bonding and family care leaves

• Adoption and surrogacy benefits

• Health Savings Account

• Health Care Spending Account

• Dependent Care Spending Account

• Commuter Spending Account

• Annual Paid Time Off

• Up to two days of paid leave each to engage in Employee Resource Groups

• Up to two days of paid leave each to volunteer for your charity of choice