Associate Customer Engagement Manager

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

📋 Description

• Provide an exceptional customer experience to enhance customers’ value and return on investment from RiskNarrative.

• Oversee a portfolio of clients and ensure that strategic engagement services deliverables are achieved.

• Offer product insights and tailored use-case guidance as a RiskNarrative authority.

• Discover opportunities for platform optimization through regular evaluations and data analysis.

• Communicate insights to customers in a clear and effective manner.

• Comprehend customer business needs and ensure that RiskNarrative solutions align with their ongoing objectives.

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

• Lead projects related to configuration, optimization, training, and delivery.

• Work in partnership with Sales, Product Management, Software Engineering, Professional Services, and Support teams.

• Identify and advocate for customer needs while developing appropriate solutions.

• Conduct strategic service reviews that outline performance and progress towards objectives for both customers and internal stakeholders.

• Carry out other assigned responsibilities.

⛳️ Requirements

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

• Demonstrated experience in managing technical projects.

• Outstanding technical or analytical capabilities.

• Proficiency in working with APIs and SQL.

• Excellent customer relationship management skills with a client-centered approach.

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

• Capacity to manage multiple work streams concurrently.

• Ability to respond positively to rapidly shifting requirements.

• Capability to meet deadlines while providing an outstanding 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 medical, dental, and vision benefits.

• 401(k) plan with matching contributions.

• Employee Share Purchase Plan.

• Wellness platform with 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 coverage.

• Family benefits including bonding and family care leave.

• Adoption and surrogacy assistance.

• Accounts for Health Savings, Health Care, Dependent Care, and Commuter Spending.

• Annual Paid Time Off.

• Up to two days of paid leave for participation in Employee Resource Groups.

• Up to two days of paid leave to volunteer with a charity of choice.