A Technical Account Manager (TAM) is a trusted business advisor and an integral part of customer support team for LexisNexis Risk Solutions' premier customers. This role serves as primary point of contact for an assigned client base/product-line responsible for overall account management – troubleshooting with the customer, ensuring optimization of solutions and identifying opportunities for additional solutions or enhancements. TAM’s need to understand each client’s unique environment and provide the business and technical support where multiple LexisNexis products and services are implemented. In addition, TAM’s will partner with other LexisNexis Risk Solutions teams to ensure a holistic approach to software, products and services in support of the client’s business needs.
This position is home based USA.
Accountabilities:
- Communicate directly with client technical and business teams to understand business requirements and provide technical recommendations and guidance.
- Proactively monitor client transactions and processes, perform analysis and provide recommendations to necessary parties (i.e. technology, customer, and business leaders).
- Partner with all internal teams to create a single, seamless LexisNexis Risk Solutions face to the client.
- Engage clients in assessing 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 products and services while aligning with LexisNexis Risk Solutions strategies and value propositions.
- Understand 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
- Follow defined processes to provide timely status updates, root-cause analysis and service level agreements metrics, and other reports to track customer specific data.
- Develop proactive tools to continuously improve customer support processes.
- Manage/lead critical support escalations, which often include multiple internal and external support teams and often with visibility to internal and external leadership teams.
- Will be the point of contact providing technical and product knowledge expertise and resolution to both technical and non-technical audiences verbally and in writing through a variety of communication tools.
- Serve as a trusted advisor to the customer in implementation and process decisions. Assess customers’ risks and needs and recommends appropriate service offerings to proactively address.
- Document recommendations formally via service delivery plan and present to customer and virtual account team unit. Use project management methods to document, prioritize, track and drive implementations.
- Manage the delivery of recommended/agreed-upon services to achieve high customer satisfaction and trust.
- Provide advanced level technical support for escalated customer issues conducting network configuration, workstation installation, server configuration and hardware configuration analysis. This involves developing a support strategy, issue tracking and follow up through root cause analysis.
- Travel to client’s job site to provide on-site process analysis, consultation, training and assistance to customers.
- Willingness to be on-call when required to ensure client support is not impacted.
- Perform review of client business processes and understand relevant operations.
- Document and routinely review processes, procedures, customizations and configuration.
- Create, manage, update existing Knowledge Base (Wiki, Right Now, SharePoint, etc.).
- Cross-train other teams/team members on processes and client-specific implementations.
- Manage, prioritize and advocate for customer requested enhancements with the product management team.
Qualifications:
- 4 year college degree in Computer Science, Management Information Systems, Engineering or Business discipline preferred – or equivalent job experience.
- 5-7 years’ experience in technical support, customer contact position or customer advocacy role. Compliance industry experience desired.- The candidate must have working knowledge and been involved in medium to large scale systems implementation.
- VMS/IP/FTP/MS-DOS/ Microsoft .NET/ SQL and MY SQL database/ HTML/ XML/ Working knowledge of MS Networking.
- Demonstrated ability to solve complex technical issues requiring in-depth research and analysis
- Excellent verbal and written communication skills
- Willingness to travel to domestic and international customer sites
- PMP certification a plus.
- Bi-lingual a plus.
We are 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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