Employer description & source details
Own the health of a portfolio of EMEA enterprise and mid-market accounts — you are accountable for knowing which are green, yellow, or red and why Monitor customer health signals continuously: product utilization, support ticket trends, NPS, executive engagement, and contract consumption pace Identify early warning signs of dissatisfaction or disengagement before they surface as churn risk — act on health score drops immediately, don’t wait for the customer to raise the issue Own escalation when product gaps or recurring issues are impacting customer outcomes — and close the feedback loop by communicating back to the customer what Jumio is doing Ensure open support issues are resolved to the customer’s satisfaction and that unresolved issues never reach a renewal conversation Serve as a subject matter expert on fraud, identity verification, AML, and digital risk management for your customer portfolio Advise customer risk and fraud teams on emerging fraud vectors, industry best practices, and regulatory developments relevant to their business Evaluate customer risk profiles and provide expert recommendations on verification workflow optimization, risk mitigation, and user friction tradeoffs Identify compliance and regulatory hurdles that may impact product adoption and coordinate with internal teams to resolve them. Confirm customers are seeing the outcomes they expected — pass rates, conversion improvement, fraud reduction, compliance — and make that value visible and quantifiable Own the business outcomes scorecard for each account: track the metrics that matter to the customer and report on them proactively Prepare and lead regular business reviews (EBRs) that drive decisions — not just report on usage Connect Jumio’s performance back to the customer’s original busine
Extracted skills: go, machine learning, customer success