Strategic Customer Advocate

2 weeks ago

Singapore beBeeEngagement Full time $100,000 - $150,000
Customer Engagement Professional

The Customer Engagement team acts as a centre of excellence for RiskNarrative, responsible for delivering strategic engagement services to customers throughout their lifecycle.

RiskNarrative brings powerful automation under total control, uniting fraud detection, financial crime prevention, compliance, and risk management across the entire customer lifecycle for our customers.

About the Role

You will support the ongoing management and optimisation of existing customers of RiskNarrative. You will be responsible for coordinating and delivering technical and operational activity.

  • Deliver an outstanding customer experience for our customers to maximise their value and ROI from RiskNarrative.
  • Manage a portfolio of customers and ensure all strategic engagement services deliverables are met.
  • Be an expert in RiskNarrative's product suite and bespoke customer use cases to provide valuable insight and guidance.
  • Identify areas for optimisation of the platform through regular reviews, analysing data to drive insights and clearly presenting to customers.
  • Work collaboratively with customers to understand specific business needs and ensure the solutions configured in RiskNarrative deliver against their ongoing business objectives.
  • Define, build, and deliver strategic roadmaps to meet strategic business goals, working closely with account management.
  • Lead regular configuration, optimisation, training, and delivery projects.
  • Collaborate with cross-functional teams to identify and represent customer needs and develop solutions.
  • Deliver regular strategic service reviews regarding performance and tracking against objectives to customers and internal stakeholders.

Qualifications:

  • Have experience in a similar role (customer engagement/success/SaaS platforms), managing technical projects.
  • Have strong technical or analytical experience; confident working with APIs, SQL, etc.
  • 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 while delivering an exceptional customer experience.
  • Having experience working in the financial crime & fraud sector is beneficial, however not essential.
  • Fluent/strong professional proficiency in Mandarin.

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