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Technical Account Manager
3 months ago
Technical Account Manager - Cardiff, Hybrid, 1-2 days a week in the office.
About the Business: LexisNexis 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. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com
About our Team: As a Technical Account Manager, you will be a vital member of our team working with a diverse range of technologies and disciplines.
About the Role: The 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 play a critical part in providing our customers with an excellent first impression of doing business with us. The team own the SLAs around incidents; meaning issues must be ticketed, investigated and, where necessary, escalated following those time frames.
Responsibilities
- Communicating 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 document 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 audience. Serve as a trusted advisor to the customer in implementation and process decisions.
- Assessing customers’ risks, needs, and recommends appropriate service offerings to proactively address.
Requirements
- Demonstrate high level customer service skills and a passion for developing and maintaining relationships
- Have experience in 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
- Proficient Microsoft office 365 skills. (Outlook, Excel, PPT)
LexisNexis Risk Solutions is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, sexual orientation, national origin, disability status, protected veteran status, or any other characteristic protected by law.
