Manager, Client Relationship Services

About the business: LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services division, we help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management. We are a fast-growing division of the RELX Group, and the convergence of many industry-leading solutions are providing LexisNexis Risk with significant opportunity for future growth. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/ About the team: As the Manager of Client Relationship Services, you will provide leadership and direction to a team of client relationship managers who support clients across multiple LexisNexis products. You will lead the team to provide consultative services to clients, as well as collaborate with Sales staff to recommend product solutions and strategies to meet client needs. You will be responsible for developing, communicating, and implementing department strategies, goals and objectives and assisting senior management in identifying/ setting team direction and vision. About the job: To be successful, this Manager of Client Relationship Services must Ensure your team establishes and maintains ongoing relationships by having regular communication cadences and value-added interactions with customers Develop programs and initiatives to transform satisfied customers into advocates, promoting our products and services Implement and refine customer success processes to ensure efficient support and proactive engagement Strong knowledge of related industry. Demonstrates ability to provide assigned product guidance in one or more centers of expertise and interpret the strategic and tactical visions and develop plans for implementation. Able to lead and develop effective department and production strategies, goals and objectives. Strong mentorship, leadership, coaching/development, training experience; ability to effectively supervise, empower and motivate other and coordinate the work of other team members. Advanced interpersonal and relationship development, team collaboration and communication skills including experience effectively collaborating with multiple departments, team members and levels of management and presenting detailed information and recommendations to management Strong oral and written communication skills and experience articulating ideas and information effectively to senior management. Strong problem-solving experience; including the ability to analyze research and review information/reports, draw valid conclusions, identify solutions, review risks and implement solutions. You will be responsible for: Resolve service delivery or quality problem issues raised by clients and team members by working with internal teams to address issues and ensure appropriate resources remain focused on issue resolution; escalating roadblocks through senior leadership as needed.   Nurture a high-performing client success team, contribute to the goals and objectives of the organization by serving as a coach, facilitator, functional resource and leader. Drive collaboration with Sales team to create seamless customer experiences Oversee the creation and implementation of effective employee training Utilize team and customer metrics to identify opportunities for process improvements, and make data-driven decisions to enhance the overall customer experience and business outcomes Lead, develop and implement processes / policies that promote the concepts of knowledge management, best practices, and continual improvement. Understand the market needs and ensure those needs are being met by each team member. Foster a customer-centric culture across the organization. All other duties as assigned. Qualifications : Bachelor's degree in the information technology industry or 5 years industry experience.   Minimum 2 years strategic business experience. 3-5 years of management experience leading teams 5-8 years of client-facing experience Minimum 5 years professional experience in a similar environment with customer focus, including the ability to achieve business goals through direct management of others Culture and Benefits: Learn more about the LexisNexis Risk team and how we work here. #LI-CS1 #LI-Remote At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups. 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: https://forms.office.com/r/eVgFxjLmAK . Please read our Candidate Privacy Policy. LexisNexis® Risk Solutions includes seven brands that span multiple industries. The LexisNexis Risk Solutions go-to-market brand and our six Data Services brands provide customers with innovative technologies, information-based analytics, decisioning tools and data management services that help customers solve problems, make better decisions, stay compliant, reduce risk, and improve operations. Approximately 10,000 employees throughout the world support our brands by serving customers in more than 180 countries. LexisNexis Risk Solutions is part of RELX, a global provider of information-based analytics and decision tools for professional and business customers. For more information, please visit www.risk.lexisnexis.com and www.relx.com.