Associate Customer Engagement Manager

Accountabilities:

• • Manage a portfolio of customers and coordinate the delivery of strategic engagement services, ensuring agreed deliverables, timelines, and objectives are consistently met.
  • Deliver an outstanding customer experience by helping clients maximize the value, adoption, and ROI of their platform investment.
  • Develop deep expertise in the product suite and individual customer use cases to provide informed guidance, recommendations, and ongoing support.
  • Conduct regular customer reviews, analyze platform and performance data, and identify opportunities to improve configurations, processes, adoption, and outcomes.
  • Work collaboratively with customers to understand changing business requirements and ensure configured solutions continue to support their strategic objectives.
  • Define, build, and deliver customer roadmaps aligned with business priorities, partnering closely with Account Management and other internal stakeholders.
  • Lead configuration, optimization, training, and technical delivery initiatives across assigned customer accounts.
  • Coordinate technical and operational activities across Sales, Product Management, Software Engineering, Professional Services, and Support.
  • Identify customer needs and represent the customer perspective internally, helping cross-functional teams develop effective solutions and improvements.
  • Deliver recurring strategic service reviews that communicate performance, progress against objectives, insights, recommendations, and areas for improvement to customers and internal stakeholders.
  • Manage multiple concurrent workstreams while maintaining high standards of quality, responsiveness, and customer satisfaction.

  Requirements:

  • Experience in customer engagement, customer success, SaaS, technical account management, or a comparable role involving the management of technical projects and customer relationships.
  • Strong technical and analytical capabilities, including confidence working with APIs, SQL, data analysis, and technical platform configurations.
  • Exceptional customer relationship and stakeholder-management skills, with a consistently client-first approach.
  • Strong problem-solving, investigative, and analytical abilities, combined with excellent attention to detail.
  • Ability to translate complex technical or operational information into clear insights and actionable recommendations for customers and internal teams.
  • Proven ability to manage multiple projects, priorities, and customer workstreams simultaneously while meeting deadlines.
  • Adaptability and a positive, solutions-oriented approach when requirements change rapidly or priorities shift.
  • Strong written and verbal communication skills, with the confidence to lead customer reviews, explain recommendations, and collaborate with diverse stakeholders.
  • Experience in financial crime, fraud, compliance, risk management, or related sectors is beneficial but not required.
  • Candidates must be located in the Eastern or Central U.S. time zones.
  • Bilingual Spanish skills are preferred.
  • A customer-focused mindset with the ability to build trusted relationships and proactively identify opportunities for improvement.

  Benefits:

  • U.S. national base salary range of $71,600–$119,400, with geographic differentials applicable in certain locations.
  • Comprehensive medical, dental, and vision benefits with a multi-carrier program.
  • 401(k) retirement plan with employer matching.
  • Employee Share Purchase Plan.
  • Wellness platform with incentives and Headspace subscription.
  • Employee Assistance Program and paid time-off programs.
  • Short- and long-term disability coverage.
  • Life and accidental death insurance.
  • Critical illness and hospital indemnity coverage.
  • Health Savings, Health Care, Dependent Care, and Commuter Spending Accounts.
  • Family benefits, including bonding and family-care leave, adoption, and surrogacy support.
  • Additional paid leave opportunities to participate in Employee Resource Groups and volunteer with a charity of choice.
  • Remote work opportunity across the United States, subject to the required Eastern or Central time-zone location.
  • Full-time position with an application deadline of September 13, 2026.