At a Glance
- Tasks: Engage with clients, solve technical issues, and optimise software processes.
- Company: Join LexisNexis Risk Solutions, a leader in risk assessment.
- Benefits: Enjoy generous holidays, health perks, and a competitive pension scheme.
- Other info: Hybrid role with opportunities for travel and professional development.
- Why this job: Be a trusted advisor and make a real impact on customer satisfaction.
- Qualifications: Customer service skills and experience in technical support are essential.
The predicted salary is between 45000 - 55000 £ per year.
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: Our teams are collaborative, forward thinking, and agile. We support multiple products with a challenging and exciting set of features and provide real opportunity for our teams to contribute to the success of the organisation. The Customer Support Teams’ primary focus is to provide the highest quality service to support our clients. 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. Culture is extremely important to us, we value trust, empowerment, and support.
- Proactively monitor client transactions and processes, perform analysis, and provide recommendations to necessary parties (i.e., technology, customer, and business leaders).
- 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.
- Understand and document the technical requirements and implementation specifications for the client.
- Follow-up on requests, resolve technical support issues and communicate solutions directly with client technical teams.
- 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.
- 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.
- Serve as a trusted advisor to the customer in implementation and process decisions.
- 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.
- Manage the delivery of recommended and agreed-upon services to achieve high customer satisfaction and trust.
- Provide advanced level technical support for escalated customer issues conducting network configuration, workstation installation, server configuration and hardware configuration 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.
- Document and routinely review processes, procedures, customizations, and configuration.
- Create, manage, update existing Knowledge Base (Confluence, SharePoint, etc.).
- 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.
Requirements:
- Great customer service skills and a passion for developing and maintaining relationships.
- Significant experience in technical support customer contact position or consulting role.
- Continuous compliance / banking industry experience.
- Ability to solve complex technical issues requiring in-depth research and analysis.
- IP/FTP/ SQL Server / IIS and MY SQL database.
- XML/ Working knowledge of MS Networking.
- Basic experience of CRM Systems (Salesforce, Jira, Confluence).
- Self-motivated and diligent with excellent problem-solving skills.
- Proficient Microsoft office 365 skills. (Outlook, Excel, PPT, Teams).
Desirable Skills:
- Degree in Computer Science, Management Information Systems, Engineering or Business discipline preferred or equivalent job experience.
- Understanding of software monitoring tools (Kibana).
- The candidate must have worked knowledge and been involved in medium to large scale systems implementation.
- Willingness and ability to travel to domestic and international customer sites.
This is a hybrid role. You will be requested to be in London office 3 to 4 days a week and visit customers onsite.
Generous holiday allowance with the option to buy additional days. Health screening, eye care vouchers and private medical benefits. Wellbeing programs. Life assurance. Access to a competitive contributory pension scheme. Save As You Earn share option scheme. Travel Season ticket loan. Electric Vehicle Scheme. Optional Dental Insurance. Maternity, paternity and shared parental leave. Employee Assistance Programme. Access to emergency care for both the elderly and children. RECARES days, giving you time to support the charities and causes that matter to you. Access to employee resource groups with dedicated time to volunteer. Access to extensive learning and development resources. Access to employee discounts scheme via Perks at Work.
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 please contact 1-855-833-5120.
Please read our Candidate Privacy Policy. We are 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.
UK - Cardiff (Global Reach) Type: Full time
Technical Account Manager - Loyalty in London employer: LexisNexis Risk Solutions Group
LexisNexis Risk Solutions is an exceptional employer that fosters a culture of innovation and operational excellence, particularly in the dynamic field of data management. Employees benefit from comprehensive training and mentorship opportunities, ensuring continuous professional growth while working on cutting-edge technologies in a collaborative environment. Located in Alpharetta, GA, the company offers competitive compensation, including an annual incentive bonus, and a commitment to employee well-being through tailored benefits that enhance work-life balance.
Contact Details:
LexisNexis Risk Solutions Group Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager - Loyalty in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at LexisNexis Risk Solutions Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like LexisNexis Risk Solutions Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Account Manager - Loyalty in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to LexisNexis Risk Solutions Group:Your cover letter is your chance to shine! Tell us why you want to work at LexisNexis Risk Solutions Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at LexisNexis Risk Solutions Group!
How to prepare for a job interview at LexisNexis Risk Solutions Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
