Professional Services Specialist II

About the Role

Engagement Manager

In this role, youll combine your problem-solving skills with a technical mindset. Youll help monitor solution performance, provide initial analysis, and work with more senior team members to make sure our clients are successful. This is an excellent opportunity to learn from experts, advocate for customers internally, and gain exposure to our product and engineering teams.

Key Responsibilities

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

Requirements

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