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Customer Services - Support & Training
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Risk Solutions
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LNR006X7 Requisition #
Sr. TAM is primary technical point of contact and trusted business advisor for one or more customers helping to plan, oversee ongoing operations of business critical applications. Role partners with senior leaders on opportunities to improve customers' utilization and optimization. Role acts as the voice of the customer within LexisNexis Risk Solutions to escalate problems and to drive prioritization of critical business needs for our customers. Role must understand each client's unique environment to provide the business and technical support where multiple LexisNexis products and services are implemented. In addition, role partners with LexisNexis teams to ensure a holistic approach to software, products and services in support of the client's business needs

Accountabilities: 
CLIENT NEEDS ASSESSMENT (45%)
  • Assess customers' risks and 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/agreed-upon services to achieve high customer satisfaction and trust
  • 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.
  • 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 LexisNexis face to the client.
  • Prioritize customer defects and enhancements. Communicate priorities with appropriate justification to development, engineering production support and market planning teams.
  • Understand and document the technical requirements and implementation specifications for the client.
  • Perform review of client business processes and understand relevant operations. Document and routinely review processes, procedures, customizations and configuration.  
CLIENT SUPPORT (40%) 
  • 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.
  • Manage/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. 
  • 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. 
  • Review customer concerns prior to escalation outside of the customer operations team. Ensure documentation is adequate, test criteria has been executed and technical accuracy is maintained. Provide a holistic view of incidents that occur for multiple customers.
  • Follow-up on requests, resolve technical support issues and communicate solutions directly with client technical teams 
  • 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. 
TECHNICAL TEAM LEADERSHIP (15%)
  • Review TAM documentation of customer business and technical processes. Ensure documentation is continually maintained. Provide templates that ensure we have necessary background to support the customer environment.
  • Develop, implement and maintain training plans for Technical Account Managers. Review Test Your Knowledge (TYK) documents. Provide feedback to TAMS and management on training opportunities and training needs 
  • 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. 
Qualifications: 
  • 4 year college degree in Computer Science, Management Information Systems, Engineering or Business discipline preferred or equivalent job experience
  • 5-7 years' experience in technical support customer contact position or customer advocacy role. Compliance industry experience desired.
  • The candidate must have working knowledge and been involved in medium to large scale systems implementation. 
  • VMS/IP/FTP/MS-DOS/ Microsoft .NET/ SQL and MY SQL database/ HTML/ XML/ Working knowledge of MS Networking. 
  • Demonstrated ability to solve complex technical issues requiring in-depth research and analysis 
  • Excellent verbal and written communication skills 
  • Willingness and ability to travel to domestic and international customer sites 
  • PMP certification a plus. 
  • Bi-lingual a plus
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.

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