Technical Account Manager Would you like to provide first-class guidance and support to the customer? Are you keen to join a company with award winning Risk & Compliance solutions? About the BusinessLexisNexis Risk Solutions is the essential partner in the assessment of risk.
Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience.
Our solutions 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.
About our TeamAs a Technical Account Manager, you will be a vital member of our team working with a diverse range of technologies and disciplines.
About the RoleThe Customer Support Teams' primary focus is to provide the highest quality service to support our clients.
As the first point of contact for our customers, the team provides our customers with an excellent first impression.
The team owns the SLAs around incidents that need to be investigated and escalated following those time frames.
ResponsibilitiesCommunicating directly with client technical and business teams to understand business requirements and provide technical recommendations and guidance.
Partner with all internal teams to create a single, seamless LexisNexis face to the client.Engaging clients to assess their business needs and making recommendations on optimizing software and processes including identification of training needs.
Perform analysis and provide recommendations to ensure customer satisfaction with LexisNexis products and services while aligning with LexisNexis strategies.Understanding and documenting the technical requirements and implementation specifications for the client.
Follow-up on requests, resolve technical support issues and communicate solutions directly with client technical teams.Following defined processes to provide timely status updates, root-cause analysis and service level agreements metrics, and other reports to track.
Develop proactive tools to continuously improve customer support processes.Managing and leading critical support escalations, which often include multiple internal and external support teams.
Will be the point of contact providing technical and product knowledge expertise and resolution to both technical and non-technical audiences.
Serve as a trusted advisor to the customer in implementation and process decisions.Assessing customers' risks, needs, and recommending appropriate service offerings to proactively address.RequirementsDemonstrate high level customer service skills and a passion for developing and maintaining relationships.Have experience in a technical support customer contact position or customer advocacy role.Show ability to solve complex technical issues requiring in-depth research and analysis.Demonstrate verbal and written communication skills.Have proficient Microsoft Office 365 skills (Outlook, Excel, PPT).#LI-Remote
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