Technical Account Manager (Onsite)

Relx - Martinsville, VA

Full-time - Mid Level

Martinsville, VA

Management of Companies and Enterprises

About the position

The Technical Account Manager serves as the primary point of contact for an assigned client base, overseeing account management and ensuring optimal use of LexisNexis solutions. This role involves troubleshooting technical issues, identifying opportunities for enhancements, and providing strategic recommendations to clients. The position requires onsite presence five days a week and emphasizes collaboration with internal teams to deliver seamless service to clients.

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.
• 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.
• 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, providing technical and product knowledge expertise and resolution to both technical and non-technical audiences.
• Serve as a trusted advisor to the customer in implementation and process decisions.
• Assess customers' risks, needs, and recommend 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.
• Travel to client's job site to provide on-site process analysis, consultation, training and assistance to customers.
• 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 and 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.
• Working knowledge and involvement 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.

Benefits

• Comprehensive, multi-carrier program for medical, dental and vision benefits
• 401(k) with match and an Employee Share Purchase Plan
• Wellness platform with incentives, Headspace app subscription, Employee Assistance and Time-off Programs
• Short-and-Long Term Disability, Life and Accidental Death Insurance, Critical Illness, and Hospital Indemnity
• Family Benefits, including bonding and family care leaves, adoption and surrogacy benefits
• Health Savings, Health Care, Dependent Care and Commuter Spending Accounts
• Up to two days of paid leave each to participate in Employee Resource Groups and to volunteer with your charity of choice