Engagement Manager - Professional Services

About the Role

As an Engagement Manager, you will be instrumental in supporting our largest clients, ensuring they maximize the value derived from the LexisNexis Digital Identity Network and our suite of risk assessment solutions. Collaborating closely with Strategic Account Managers and internal teams, your focus will be on guiding customers to effectively leverage our services, thereby driving tangible results such as fraud reduction and enhanced customer experiences.

This role requires a blend of strong problem-solving capabilities and a technical aptitude. You will be responsible for monitoring solution performance, conducting initial analyses, and working alongside senior team members to guarantee client success. This is an exceptional opportunity to gain expertise from seasoned professionals, act as a customer advocate internally, and develop a deep understanding of our product and engineering functions.

Key Responsibilities

• Serve as the primary liaison for consulting, incident reporting, and escalations, ensuring seamless communication and alignment with client requirements.
• Proactively monitor and optimize the performance of a portfolio of key accounts.
• Lead business review sessions, presenting in-depth analytical insights on solution performance and providing concrete, actionable recommendations.
• Partner with Strategic Account Managers to identify and pursue opportunities for expanding LexisNexis Risk Solutions within client organizations.
• Provide strategic direction for project teams involved in the integration of new use cases, working collaboratively across internal departments to deliver unparalleled service.
• Develop and implement comprehensive customer action plans designed to elevate solution maturity and enhance fraud detection effectiveness.
• Champion customer needs by engaging with product and engineering teams to resolve issues and drive product enhancements.
• Deliver consultative solutions tailored for both technical and non-technical audiences, establishing yourself as a trusted advisor.
• Develop resource planning models and execute robust risk management and stakeholder communication strategies for your accounts.
• Maintain up-to-date knowledge of industry trends, emerging risks, and evolving technologies to continuously add value to customer engagements.

Requirements

• Possess 1-3 years of experience in a client-facing role focusing on technical support, implementation, or consulting, ideally within the fraud, cybersecurity, or payments sectors.
• Demonstrated experience in post-sales support or technical consulting for business clients.
• Familiarity with data analysis principles and programming concepts (e.g., basic SQL, Python).
• A foundational understanding of fraud analysis or digital identity is advantageous.
• Hold a Bachelor's degree in a technical or analytical discipline such as Economics, Statistics, Engineering, or a related field.
• Exhibit strong communication skills, with the ability to articulate complex technical concepts clearly and concisely.
• Demonstrate a proactive, analytical, and detail-oriented approach with a genuine passion for problem-solving.
• Willingness to travel as required by business needs.