About the Business:
LexisNexis Risk Solutions is the essential partner in the assessment of risk. Within our Insurance vertical, we provide customers with solutions and decision tools that combine public and industry specific content with advanced technology and analytics to assist them in evaluating and predicting risk and enhancing operational efficiency. Our insurance risk solutions help drive better data-driven decisions across the insurance policy lifecycle – all while reducing risk. You can learn more about LexisNexis Risk at the link below. https://risk.lexisnexis.com/insurance
About our Team:
We are a cohesive team of committed professionals working together to deliver valuable services, united by a shared commitment to excellence and common objectives.
About the Role:
This role serves as the Technical Account Manager and the primary point of contact for an assigned client base or product line, overseeing overall account management. Key responsibilities include troubleshooting technical issues with customers, ensuring the optimal use of LexisNexis solutions, and identifying opportunities for additional solutions or enhancements.
The position is hybrid from our client in Indianapolis, Indiana office.
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). Collaborate with all internal teams to create a single, seamless LexisNexis 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 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/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/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 (Wiki, SharePoint, etc.). Mentor and coach LexisNexis team members. Cross-train other teams/team members on processes and client-specific implementations.
Requirements:
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. The candidate must have working knowledge and been involved in medium to large scale systems implementation. Subject Matter Expertise experience is preferred.
FTP / Oracle and Microsoft SQL database/ HTML/ XML required
Demonstrated ability to solve complex technical issues requiring in-depth research and analysis
Excellent verbal and written communication skills
Maintain necessary licenses, training, and certifications.
Operate with a moderate degree of supervision.
Strong analytical skills and the ability to provide strategic insights.
Learn more about the LexisNexis Risk team and how we work here
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At LexisNexis Risk Solutions, having diverse employees with different perspectives is key to creating innovative new products for our global customers. We have 30 diversity employee networks globally and prioritize inclusive leadership and equitable processes as part of our culture. Our aim is for every employee to be the best version of themselves. We would actively welcome applications from candidates of diverse backgrounds and underrepresented groups.
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. 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: https://forms.office.com/r/eVgFxjLmAK , or please contact 1-855-833-5120.
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