The Technical Account Manager will be the frontline technical expert for LexisNexis Risk Solutions customers, delivering prompt and effective assistance to resolve issues. This role demands strong analytical thinking, effective communication, and a customer-first mindset.
Accountabilities
Client Management:
- Act as the main technical point of contact for assigned clients
- Deliver ongoing support for LexisNexis Risk Solutions products and services
- Build and maintain strong, long-term relationships with key stakeholders, understanding their business objectives and technical requirements.
- Provide after-hours support during assigned on-call rotation.
Cross-Functional Collaboration
- Collaborate closely with sales, product, and engineering teams to communicate client feedback
- Advocate for customer needs within internal teams to drive product improvements.
Issue Resolution & Documentation
- Troubleshoot and resolve complex technical issues using internal and external resources
- Accurately document and track customer interactions and resolutions in the ticketing system.
Product Expertise
- Stay current on LexisNexis Risk Solutions products, services, and industry trends
Qualifications
- Bachelor's degree
- Proven problem-solving skills with the ability to analyze and resolve issues efficiently
- Strong verbal and written communication skills, adaptable to technical and non-technical audiences of varying levels (including c-suite)
- Demonstrated commitment to delivering outstanding customer service
- Familiarity with XML, SOAP UI, Web Services, SFTP, or similar technologies
- Experience using Salesforce, Outlook, or related CRM and communication platforms
- Ability to work independently as well as collaboratively within a team environment
- Proactive and resourceful approach to identifying and resolving customer challenges
- Strong critical thinking and analytical capabilities
- Intellectual curiosity and a passion for continuous learning
- Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
