Technical Account Manager

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: 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. 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 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. 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. Product Focus: LexisNexis® Bridger Insight® XG Responsibilities: - 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 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 LexisNexis products and services while aligning with LexisNexis 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 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 (Confluence, SharePoint, etc.). Mentor and coach LexisNexis team members. 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. Requirements: - Great customer service skills and a passion for developing and maintaining relationships. - Significant experience in technical support customer contact position or consulting role. - Continuous compliance / banking industry experience - Ability to solve complex technical issues requiring in-depth research and analysis. - Excellent verbal and written communication skills. - IP/FTP/ SQL Server / IIS and MY SQL database. - XML/ Working knowledge of MS Networking. - Basic experience of CRM Systems (Salesforce, Jira, Confluence) - Self-motivated and diligent with excellent problem-solving skills. - Experience in API (SOAP, REST). - Proficient Microsoft office 365 skills. (Outlook, Excel, PPT, Teams). Desirable Skills: - Degree in Computer Science, Management Information Systems, Engineering or Business discipline preferred or equivalent job experience. - Compliance industry experience desired. - Understanding of software monitoring tools (Kibana). - The candidate must have worked knowledge and been involved in medium to largescale systems implementation. - Willingness and ability to travel to domestic and international customer sites. This is a hybrid role. You will be requested to be in London office 3 to 4 days a week and visit customers onsite. Working for you : We know that your wellbeing and happiness are key to a long and successful career. These are some of the benefits we are delighted to offer: - Generous holiday allowance with the option to buy additional days - Health screening, eye care vouchers and private medical benefits - Wellbeing programs - Life assurance - Access to a competitive contributory pension scheme - Save As You Earn share option scheme - Travel Season ticket loan - Electric Vehicle Scheme - Optional Dental Insurance - Maternity, paternity and shared parental leave - Employee Assistance Programme - Access to emergency care for both the elderly and children - RECARES days, giving you time to support the charities and causes that matter to you - Access to employee resource groups with dedicated time to volunteer - Access to extensive learning and development resources - Access to employee discounts scheme via Perks at Work