Technical Account Manager (Onsite)

This job is with LexisNexis® Risk Solutions, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly.

About The Business

LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Insurance vertical, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle - all while reducing risk. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/insurance

About Our Team

We are a cohesive team of committed professionals working together to deliver valuable services, united by a shared commitment to excellence and common objectives.

About The Role

This role serves as the Technical Account Manager and the primary point of contact for an assigned client base or product line, overseeing overall account management. Key responsibilities include troubleshooting technical issues with customers, ensuring the optimal use of LexisNexis solutions, and identifying opportunities for additional solutions or enhancements. The position requires being onsite 5 days a week.

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). Collaborate 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/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/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, SharePoint, etc.). Mentor and coach LexisNexis team members. Cross-train other teams/team members on processes and client-specific implementations.
  
  

Requirements

• 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. The candidate must have working knowledge and been involved in medium to large scale systems implementation. Subject Matter Expertise experience is preferred.
• FTP / Oracle and Microsoft SQL database/ HTML/ XML required
• Demonstrated ability to solve complex technical issues requiring in-depth research and analysis
• Excellent verbal and written communication skills
• Maintain necessary licenses, training, and certifications.
• Operate with a moderate degree of supervision.
• Strong analytical skills and the ability to provide strategic insights.
  
  

Benefits

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:

• Health Benefits: Comprehensive, multi-carrier program for medical, dental and vision benefits
• Retirement Benefits: 401(k) with match and an Employee Share Purchase Plan
• Wellbeing: Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits Health Savings, Health Care, Dependent Care and Commuter Spending Accounts Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice
  
  

Onsite