Technical Account Manager

Lexis Nexis 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 Lexis Nexis Risk at the link below,

Our teams are collaborative, forward thinking, and agile. We support multiple products with a challenging and exciting set of features and provide real opportunity for our teams to contribute to the success of the organisation.

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.

We are uniquely positioned to play a core role in coordinating with multiple key stakeholders every single day, this provides a platform to drive change and enhance our current ways of working. Culture is extremely important to us, we value trust, empowerment, and support; the successful candidate will benefit from these within the role and encourage these values amongst their peers.

Lexis Nexis® Bridger Insight® XG

• 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 Lexis Nexis 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 Lexis Nexis products and services while aligning with Lexis Nexis 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 and 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, 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 and…