Head of Engagement

Adelaide, South Australia, au
Company: ICIS
Category: Food Preparation and Serving Related Occupations
Published on 2021-07-30 19:16:31

Explore our passion for discovery

Global companies and governmental entities rely on us to solve their most complex data challenges. Our employees collaborate to reduce risks and create opportunities for customers in more than 100 countries. We’re adaptable, curious and ambitious. That’s why here, you’ll have the freedom to drive change, the trust to find your own path, and the space to explore more.

Head of Engagement Management Profile

Head of Engagement Management competencies

  • Coaches a team of Engagement managers
  • Drives strategy holistically within and across verticals
  • Prioritizes, supports and oversees team workload and deliverables
  • Supports key account planning
  • Problem solving
  • Applies Business / Industry knowledge
  • Accelerates Product feature adoption
  • Coordinates customer requirements for upsell opportunities of LNRS products, features and services
  • Role requirements

  • Coaches and supports Engagement Managers including the definition of career development plans , completing enabling performance and holding regular catch ups
  • Drives and tracks key account growth through supporting the Engagement managers with defining and executing account plans
  • Drive a common strategy holistically across our customer verticals including consistent use of features, end customer adoption of the product and driving value add to ensure all key targets and objectives are met
  • Point of escalation for issue resolution on key accounts
  • Builds and manages relationships with key customer senior stakeholders as a industry expert/ trusted advisor and point of escalation
  • Collaborates with key account customers to identify and address strategic issues, operational requirements and growth areas
  • Partners with internal teams to drive initiatives, identifying and developing new opportunities by having a competent understanding of the core product and services
  • Works closely with Sales and CSMs to align on customer priorities and opportunities
  • Defines and drives processes and consistency for customer engagements and deliverables
  • Oversees the scoping, prioritization and delivery of customer account deliverables
  • Adds value by proactively identifying and mitigating risks, providing innovative solutions and recommendations quickly and efficiently. Provides feedback and knowledge gained from accounts to improve the product and services
  • Proactively identifying issues and work that requires escalation or support from wider LNRS teams
  • Key Experience / Skills

  • Has experience running a team of consultants Or fraud analysts
  • Has executed a fraud strategy
  • Strong understand of the digital fraud landscape 3-5 years plus
  • LexisNexis, a division of RELX Group, is 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. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact accommodations@relx.com or if you are based in the US you may also contact us on 1.855.833.5120.

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