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Senior Client Solutions Manager

2 months ago

Saint Johnsbury, Vermont, United States RELX Full time
About the Company
RELX is a leading provider of information and analytics for professional and business customers across various industries.

Within our Business Services division, we deliver a wide array of solutions designed to assist organizations of all sizes in enhancing revenue growth, optimizing operational efficiencies, and elevating customer satisfaction.

Our offerings empower clients to tackle complex challenges in areas such as Anti-Money Laundering, Identity Verification, Fraud Prevention, and Customer Data Management.

For more information about RELX, please visit our website.


About Our Team

As the initial point of contact for our clients, our team plays a vital role in ensuring a positive first impression of our services.

The team is responsible for managing service level agreements (SLAs) related to incidents, ensuring that issues are logged, investigated, and escalated as necessary within specified timeframes.

We are uniquely positioned to facilitate collaboration among multiple key stakeholders daily, providing a platform to drive improvements and enhance our operational practices.

We foster a supportive and friendly work environment, investing in our staff's development.
Our culture emphasizes trust, empowerment, and support, which the successful candidate will embody and promote among colleagues.


About the Role
The Senior Client Solutions Manager serves as the primary technical liaison and trusted advisor for one or more clients, overseeing the management and operation of critical business applications.

This role collaborates with senior leadership to identify opportunities for enhancing client utilization and optimization.

The position represents the client's voice within RELX, advocating for the prioritization of essential business needs and addressing challenges.

Understanding each client's unique environment is crucial to providing tailored business and technical support across various RELX products and services.

Additionally, this role partners with RELX teams to ensure a comprehensive approach to software, products, and services that align with the client's business objectives.


Key Responsibilities
  • Formally document recommendations through a service delivery plan and present them to clients and the virtual account team.
  • Utilize project management methodologies to document, prioritize, track, and facilitate implementations.
  • Oversee the delivery of agreed-upon services to ensure high levels of customer satisfaction and trust.
  • Travel to client locations to conduct on-site process analysis, consultations, training, and support.
  • Be available for on-call support as needed to maintain uninterrupted client service.
  • Develop, implement, and maintain training programs for Technical Account Managers, providing feedback on training needs.
  • Prioritize customer issues and enhancements, communicating priorities with justifications to relevant teams.
  • Create and manage the Knowledge Base, mentoring and coaching team members, and cross-training on processes and client-specific implementations.

Requirements
  • A minimum of 5-7 years of experience in a technical support or customer advocacy role, preferably in the compliance industry.
  • A bachelor's degree in Computer Science or Management Information Systems is preferred.
  • Exceptional communication (verbal and written) and customer service skills.
  • Able to resolve complex technical issues through thorough research and analysis.
  • In-depth knowledge of VMS, IP, FTP, MS-DOS, Microsoft .NET, SQL, MySQL, HTML, XML, and MS Networking.
  • Demonstrated skills in analysis, troubleshooting, and debugging, particularly with web workflows and applications.
  • Ability to collaborate effectively with other departments, including Engineering.
  • Willingness to travel to domestic and international client sites as required.
  • Experience with LexisNexis Bridger Insight XG is essential.
  • Involvement in medium to large-scale systems implementations is preferred.