Customer Success Expert

3 days ago

Mumbai, Maharashtra, India beBeeRiskAssessment Full time ₹ 1,04,000 - ₹ 1,30,878

About the Role

As a senior customer success expert, you will play a critical role in supporting our largest clients, ensuring they derive maximum value from our risk assessment solutions. You will work closely with strategic account managers and internal teams to provide consultative guidance on how our services can be leveraged effectively, driving tangible outcomes such as reduced fraud and enhanced customer experience.

In this position, you will apply your analytical skills and technical expertise to monitor solution performance, conduct initial analysis, and collaborate with more senior team members to guarantee client success. This is an excellent opportunity to develop professionally, advocate for customers internally, and gain exposure to our product and engineering teams.

Key Responsibilities:

  • Primary Point of Contact: Serve as the primary point of contact for consulting, incident reporting, and escalation, ensuring effective communication and alignment with customer needs.
  • Proactive Monitoring: Conduct proactive monitoring and performance optimization for a portfolio of key accounts.
  • Business Reviews: Lead business reviews by presenting analytical insights on solution performance and delivering actionable recommendations.
  • Account Expansion: Collaborate with Strategic Account Managers to identify opportunities for expanding LexisNexis Risk Solutions within the customer's environment.
  • Project Guidance: Provide strategic guidance for project teams integrating new use cases, working across internal teams to deliver exceptional service.
  • Customer Action Plans: Develop and implement customer action plans aimed at improving solution maturity and fraud detection efficacy.
  • Issue Resolution: Advocate on behalf of customers, engaging with product and engineering teams to resolve issues and drive enhancements.
  • Consultative Solutions: Deliver consultative solutions to both technical and non-technical audiences, maintaining a position as a trusted advisor.
  • Resource Planning: Create models for resource planning and execute risk management and stakeholder communication strategies for your accounts.
  • Industry Trends: Stay updated on industry trends, emerging risks, and evolving technologies to continuously add value to customer engagements.

Requirements:

  • Technical Support Experience: 1-3 years of experience in a customer-facing technical support, implementation, or consulting role, preferably in fraud, cybersecurity, or payments.
  • Post-Sales Support: Experience with post-sales support or technical consulting for business clients.
  • Data Analysis: Familiarity with data analysis and programming concepts (e.g., basic SQL, Python).
  • Fraud Analysis: A basic understanding of fraud analysis or digital identity is a plus.
  • Degree Requirements: Bachelor's degree in a technical or analytical field such as Economics, Statistics, Engineering, or a related discipline.
  • Communication Skills: Strong communication skills, with the ability to explain technical concepts clearly.
  • Problem-Solving Mindset: A proactive, analytical, and detail-oriented mindset with a passion for problem-solving.
  • Travel Requirements: Willingness to travel as needed.

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