At a Glance
- Tasks: Engage with clients, provide technical support, and optimise software solutions.
- Company: Join LexisNexis Risk Solutions, a leader in risk data analytics.
- Benefits: Enjoy competitive pay, wellness benefits, and opportunities for growth.
- Other info: Dynamic team culture focused on trust, empowerment, and continuous improvement.
- Why this job: Make a real impact by helping clients manage identity and combat fraud.
- Qualifications: Experience in technical support and strong communication skills required.
The predicted salary is between 45000 - 55000 £ per year.
About our Team
Lexis Nexis Risk Solutions is a leading provider of innovative solutions for significant risk data analytics challenges.
We are a forward thinking, progressive organisation that provides tracing and data cleansing solutions, in addition, deliver critical and decisive processes for identity verification and compliance due diligence.
Lexis Nexis is part of RELX Group plc, a world-leading provider of information solutions for professional customers.
Our products are continually evolving, and that’s where you can help.
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.
Why work for Lexis Nexis Risk Solutions?
At Lexis Nexis Risk Solutions, we help our clients manage customer identity, identify and combat fraud, assess risk and prevent money laundering and terrorist financing.
Our aim is to facilitate safer financial transactions by helping clients to assess and manage relationship risk.
Cutting-edge technology and information solutions allow us to achieve these goals.
That is why here, you will have the freedom to drive change, the trust to find your path, and the space to explore more.
The Customer Support Teams’ primary focus
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.
Culture
Culture is extremely important to us, we value trust, empowerment, and support; the successful candidate will benefit from these within the role and encourage these values amongst their peers.
Product Focus
Lexis Nexis® Bridger Insight® XG (Bridger Insight® XG - OFAC Software | Lexis Nexis Risk Solutions)
Responsibilities
- Communicate directly with client technical and business teams to understand business requirements and provide technical recommendations and guidance.
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 Lexis Nexis face to the client.
- 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 Lexis Nexis products and services while aligning with Lexis Nexis 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.
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.
- 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.
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.
- Perform review of client business processes and understand relevant operations. Document and routinely review processes, procedures, customizations, and configuration.
- Create, manage, update existing Knowledge Base (Confluence, Share Point, etc.).
Mentor and coach Lexis Nexis 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.
Requirements
- Great customer service skills and a passion for developing and maintaining relationships.
- 5-7 years’ experience in technical support customer contact position or consulting role.
- 2-3 years continuous compliance / banking industry experience
- Ability to solve complex technical issues requiring in-depth research and analysis.
- Excellent verbal and written communication skills.
- 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.
- Experience in API (SOAP, REST).
- Proficient Microsoft office 365 skills. (Outlook, Excel, PPT, Teams).
Desirable Skills
- 4-year college degree in Computer Science, Management Information Systems, Engineering or Business discipline preferred or equivalent job experience.
- Compliance industry experience desired.
- Understanding of software monitoring tools (Kibana).
- The candidate must have worked knowledge and been involved in medium to largescale systems implementation.
- Willingness and ability to travel to domestic and international customer sites.
Benefits
We know your well‑being and happiness are key to a long and successful career. We are delighted to offer country specific benefits.
Accommodation and Disability Support
We are committed to providing a fair and accessible hiring process.
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.
Equal Opportunity
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.
USA Job Seekers: EEO Know Your Rights.
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Technical Account Manager employer: Talent Octopusventures
At LexisNexis Special Services Inc., we pride ourselves on being an exceptional employer, particularly for our Pattern Analysts who play a crucial role in supporting national security and law enforcement missions. Our collaborative work culture fosters innovation and professional growth, offering employees access to cutting-edge analytical tools and methodologies while working alongside a multidisciplinary team in the dynamic Washington, DC area. With a commitment to employee well-being, we provide competitive benefits and opportunities for continuous learning, making LNSSI a rewarding place to advance your career in data-driven intelligence.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Account Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Talent Octopusventures. 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 Talent Octopusventures 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
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 Talent Octopusventures:Your cover letter is your chance to shine! Tell us why you want to work at Talent Octopusventures 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 Talent Octopusventures!
How to prepare for a job interview at Talent Octopusventures
✨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.
