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. You can learn more about LexisNexis Risk at the link below, risk.lexisnexis.com

About our Team: As a Technical Account Manager, you will be a vital member of Premier Support Team supporting Bridger Insight Product. Bridger Insight is a leading screening tool with over 3,000 active customers worldwide, designed to help organisations conduct customer screening, due diligence and comply with AML regulations within a single platform. World Compliance Database of heightened risk individuals and entities contains Sanctions and Enforcements, PEPs, Adverse Media and State-owned entities.

About the Role: 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 provides our customers with an excellent first impression. The team own the SLAs around incidents that need to be investigated and escalated following those time frames.

Responsibilities:

• Communicating directly with client technical and business teams to understand business requirements and provide technical recommendations and guidance. Partner with all internal teams to create a single, seamless LexisNexis face to the client.

• Engaging clients to assess 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.

• Understanding 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

• Following defined processes to provide timely status updates, root-cause analysis and service level agreements metrics, and other reports to track. Develop proactive tools to continuously improve customer support processes.

• Managing and leading critical support escalations, which often include multiple internal and external support teams. Will be the point of contact providing technical and product knowledge expertise and resolution to both technical and non-technical audience. Serve as a trusted advisor to the customer in implementation and process decisions.

• Assessing customers’ risks, needs, and recommends appropriate service offerings to proactively address.

Requirements:

• Demonstrate high level customer service skills and a passion for developing and maintaining relationships

• Have experience in technical support customer contact position or customer advocacy role

• Show Ability to solve complex technical issues requiring in-depth research and analysis

• Demonstrate verbal and written communication skills

• Have proficient Microsoft office 365 skills. (Outlook, Excel, PPT)

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:

• 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

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.

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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.

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