We are looking for an experienced Technical Account Manager in bank industry, are you the one?
Are you interested joining a world leading platform?
About The Business
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk mitigation and Customer Data Management.
About Our Team
The Customer Support Teams' primary focus is to provide the highest quality service to support our clients. As the first point of contact for our customers, the team play a critical part in providing our customers with an excellent first impression of doing business with us. The team own the SLAs around incidents; meaning issues must be ticketed, investigated and, where necessary, escalated following those timeframes. We are uniquely positioned to play a core role in coordinating with multiple key stakeholders every single day, this provides a platform to drive change and enhance our current ways of working.
About The Role
As a Technical Account Manager, you will be a vital member of our team working with a diverse range of technologies and disciplines. You will enjoy working in a friendly environment and benefit from our investment in staff.
Product Focus :
LexisNexis Bridger Insight XG
Team Focus :
Global Premier Support
Responsibilities::
- Communicate directly with client technical and business teams to understand business requirements and provide technical recommendations and guidance.
- 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.
- Manage and lead critical support escalations, which often include multiple internal and external support teams and often with visibility to internal and external leadership teams.
- 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.
- 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.
- Manage, prioritize, and advocate for customer requested enhancements with the product management team.
Requirements
- Great customer service skills and a passion for developing and maintaining relationships.
- 3 years' experience in technical support customer contact position or customer advocacy role.
- 3 years continuous compliance / Banking industry experience
- Demonstrated ability to solve complex technical issues requiring in-depth research and analysis.
- Excellent verbal and written communication skills.
- XML/ Working knowledge of MS Networking; IP/FTP/ SQL Server / IIS and MY SQL database.
- Basic experience of CRM Systems (Salesforce, Jira, Confluence)
- Self-motivated and diligent with excellent problem-solving skills.
Working For You
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:
Medical and Life Insurance: Coverage for Medical and life risk.
- Long-Service Award: Recognition for loyalty and dedication.
- Marriage and New Baby Gifts: Celebratory tokens for special life events.
- Festivals and Birthday Gifts: Spreading joy on occasions that matter.
- Annual Medical Check-up: Prioritizing employee well-being through regular health check-ups.
- Flexible Benefits via CIIC Platform: Personalized benefits accessible through a user-friendly platform.
- Paid Time Off: Annual Leave, Flex Family Care Leave, Birthday Leave, Marriage Leave, Compassionate Leave, Medical and Hospitalization Leave, Examination Leave Gazetted Public Holiday
- Family Care leave (Maternity/Paternity Leave and Adoption Leave)