Job description

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 the first point of contact for our customers, the team plays a critical part in providing our customers with an excellent first impression of doing business with us. The team owns the SLAs around incidents; meaning issues must be ticketed, investigated, and, where necessary, escalated following those timeframes. 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. You will enjoy working in a friendly environment and benefit from our investment in staff. 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. About the Role The Sr. Technical Account Manager is the primary technical point of contact and trusted business advisor for one or more customers helping to plan and oversee ongoing operations of business-critical applications . The role partners with senior leaders on opportunities to improve customers’ utilization and optimization. The role acts as the voice of the customer within LexisNexis Risk Solutions to escalate problems and drive prioritization of critical business needs for our customers. The role must understand each client’s unique environment to provide the business and technical support where multiple LexisNexis products and services are implemented. In addition, role partners with LexisNexis teams to ensure a holistic approach to software, products, and services support the client’s business needs. Responsibilities Documenting recommendations formally via a service delivery plan and present them tocustomers and the virtual account team unit. Use project management methods todocument, prioritize, track, and drive implementations. Manage thedelivery of recommended/agreed-upon services to achieve high customersatisfaction and trust Traveling to the 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. Developing, implementing, and maintaining training plans for Technical Account Managers by reviewing Test Your Knowledge (TYK) documents and providing feedback to TAMS and management on training opportunities and needs. Prioritizing customer defects and enhancements. Communicate priorities with appropriate justification to development, engineering production support, and market planning teams. Creating, managing, and updating existing Knowledge Base (Wiki, Right Now, SharePoint, etc.). Mentor and coach LexisNexis team members. Cross-train other teams/team members on processes and client-specific implementation Requirements Have a minimum of 5-7 year's experience in a technical support customer contact position or customer advocacy role. Compliance industry experience desired. 4 years college degree in Computer Science, Management Information preferred. Possess excellent communication (verbal and written) and customer service skills. Able to solve complex technical issues requiring in-depth research and analysis Possess detail working knowledge VMS/IP/FTP/MS-DOS/ Microsoft .NET/ SQL and MY SQL database/ HTML/ XML/Working knowledge of MS Networking. Demonstrate excellent skills in analysis, troubleshooting, and debugging, particularly with web workflows, websites, and mobile applications. Collaborate constructively and efficiently with other organizations, such as Engineering. Able to travel to domestic and international customer sites required. LexisNexis® Bridger Insight® XG experience required. Have working knowledge and have been involved in medium to large-scale systems implementation. Learn more about the LexisNexis Risk team and how we work here ([Link available when viewing the job] /> #LI-AR1 #LI-DNI At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups. 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. We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form: [Link available when viewing the job] , or please contact [Phone number shown when applying]. Please read our Candidate Privacy Policy ([Link available when viewing the job] . RELX is a global provider of information and analytics for professional and business customers across industries. We help scientists make new discoveries, lawyers win cases, doctors save lives and insurance companies offer customers lower prices. We save taxpayers and consumers money by preventing fraud and help executives forge commercial relationships with their clients. In short, we enable our customers to make better decisions, get better results and be more productive.

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