A Technical Account Manager (TAM) is a trusted business advisor and an integral part of customer support team for LexisNexis Risk's premier customers.
This role serves as primary point of contact for an assigned client base / product-line responsible for overall account management troubleshooting with the customer, ensuring optimization of LexisNexis solutions and identifying opportunities for additional solutions or enhancements.
TAM's need to understand each client's unique environment and provide the business and technical support where multiple LexisNexis products and services are implemented.
In addition, TAM's will partner with other LexisNexis teams to ensure a holistic approach to software, products and services in support of the client's business needs. Accountabilities :
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.
Perform analysis and provide recommendations to ensure customer satisfaction with LexisNexis products and services while aligning with LexisNexis strategies and value propositions.
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.
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.
Manage the delivery of recommended / agreed-upon services to achieve high customer satisfaction and trust.
This involves developing a support strategy, issue tracking and follow up through root cause analysis.
call when required to ensure client support is not impacted.
Create, manage, update existing Knowledge Base (Wiki, Right Now, 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.
At LexisNexis Risk Solutions, we believe in the power of data and advanced analytics for better risk management. With over 40 years of expertise, we are the trusted data analytics provider for organizations seeking actionable insights to manage risks and improve results while upholding the highest standards for security and privacy.
Headquartered in metro Atlanta, LexisNexis Risk Solutions serves customers in more than 100 countries and is part of RELX Group plc, a world-
leading provider of information and analytics for professional and business customers across industries. For more information, please visit www.
lexisnexisrisk.com. LexisNexis Risk Solutions is an equal opportunity employer : qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.
If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.
877.734.1938 or accommodations relx.com.