Client Service Delivery Consultant

Customer Service & OperationsClient Service Delivery Consultant Overview The role will act as the main point of contact for improved client journey, retention and advocacy. The Client Engagement Manager will provide “the voice of the client” within LNRS FCC, aligned within the PMO. Job Purpose Client Engagement Manager engages with Clients to build an outstanding customer experience that is aligned with business goals. This role is responsible for the coordination of operational activity (performance, and escalations) across strategic accounts for the Risk and Compliance product portfolio, working cross functionally with Sales, Product Management, Software Engineering, Professional Services, Project Managers and Production Support. Client Engagement Manager responsibilities Function as single coordinator on client activity Function as voice of the client within LNRS Organize and coordinate internal resources during escalated issue investigation /resolution Manage escalation processes internally for high severity or complex issues Maintain single “source of truth” tracker documentation for all ongoing non-sales activity Organize and lead bi‑weekly, monthly, and / or quarterly checkpoints with appropriate internal and client audience Engage directly with senior client stakeholders providing updates as needed Build and maintain with Account Management stakeholder’s client roadmap for deployed software solutions, inclusive of target installation/upsell opportunities / upgrade schedules in conjunction with Sales and Professional Services Seek, and act on, customer feedback to improve our processes, products and their experience Take responsibility for positively resolving customer escalations; manage internal escalation processes for high severity and/or complex issues Proactively help our customers achieve their desired outcomes using our products and services Qualifications Excellent crisis management and triage skills Strong communication and presentation skills Deep client management experience Understanding of LNRS’s software + data solutions (including technical concepts and terminology) Good organizational skills Ability to drive cross-functional resources for results Ability to interact with existing issue tracking systems Ability to comfortably interact with senior level client stakeholders Scope of Decision Making Serve as an escalation point for severe client issues, determine when additional escalation within LNRS leadership is required Recommend to product management areas for improvement based on lessons learned gathered from clients and project managers When possible, provide leads for sales with existing clients as items are discovered Key Success Measures Customer satisfaction through improved issue management, communication, and strategic planning Client alignment for product roadmaps Key Skills Required Mid‑level technical expertise Previous consultancy experience Attention to details, production of key documents Gravitas and ability to interact at all levels across on organization Strategic thinker Experience Required 3 to 5 years of experience in a finance, software or consultancy organisation Proven customer relationship skills and a client‑first focused approach to working Experience in managing senior stakeholders Experience in crisis management Experience Desired Financial market knowledge around the area of Risk and Compliance ACAMS certification beneficial Good levels of IT literacy Business Delivery Team work & Collaboration Self‑Insight & Resilience Languages English and French required Why Join Us At LexisNexis Risk Solutions, you’ll join a global community of innovators using AI to make the world a safer place. You’ll have the autonomy to explore new ideas, the resources to bring them to life, and the opportunity to shape how AI transforms fraud and identity verification on a global scale. We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or please contact 1-855-833-5120. Criminals may pose as recruiters asking for money or personal information. We never request money or banking details from job applicants. Learn more about spotting and avoiding scams here. #J-18808-Ljbffr