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Technical Account Manager

4 weeks ago

Houston, Texas, United States RELX Full time
About the Role

LexisNexis Risk Solutions is seeking a Technical Account Manager to join our Customer Support Team. This role serves as the primary point of contact for an assigned client base product line, responsible for overall account management, troubleshooting, and ensuring optimization of LexisNexis solutions.

The Customer Support team's primary focus is to provide the highest quality service to support our clients. As a Technical Account Manager, you will be the point of contact providing technical and product knowledge expertise and resolution to both technical and non-technical audiences.

You will be responsible for performing in-depth technical research of software products, responding to and logging all incoming support calls and emails, and managing and leading critical support escalations. You will also be responsible for understanding and documenting technical requirements and implementation specifications for clients, following up on requests, and resolving technical support issues.

Additionally, you will serve as a trusted advisor to the customer in implementation and process decisions, communicating directly with client technical and business teams to understand business requirements and provide technical recommendations and guidance. You will also be responsible for providing regular reporting on support activity for product improvement purposes and contributing ideas for improvements to the support process and infrastructure.

Key Responsibilities:

  • Performing in-depth technical research of software products
  • Responding to and logging all incoming support calls and emails
  • Managing and leading critical support escalations
  • Understanding and documenting technical requirements and implementation specifications for clients
  • Serving as a trusted advisor to the customer in implementation and process decisions
  • Communicating directly with client technical and business teams
  • Providing regular reporting on support activity for product improvement purposes
  • Contributing ideas for improvements to the support process and infrastructure

Requirements:

  • Demonstrate ability to solve complex technical issues requiring in-depth research and analysis
  • Have experience in a technical support customer contact position or customer advocacy role
  • Have an Associate or Bachelor's degree, in Computer Science or related discipline preferred
  • Have experience on Application Support and Customer Service and/or software development and implementation services
  • Have experience on Web Applications and RDBMS
  • Demonstrate basic experience of CRM Systems (Salesforce, Jira, Confluence)
  • Use XML Working knowledge of MS Networking experience
  • Have Experience on Unix (AIX, Solaris, Oracle) and MQSeries a plus
  • Possess excellent communication and interpersonal skills to effectively manage customer relationships
  • Demonstrate the ability of consultative approach to uncover customer's needs, investigate further, and resolve problems
  • Have experience with primary messaging formats (SWIFT, CHIPS, FEDWIRE, SIC)
  • Be Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint) and ability to learn new systems and software quickly

About LexisNexis Risk Solutions

LexisNexis Risk Solutions 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.

We are an equal opportunity employer and welcome applications from candidates of diverse backgrounds and underrepresented groups. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or contacting us directly.