Technical Account Manager

Reed Business Information; Mumbai; On-site; INR 650,000 - 1,200,000; Full time

Job summary

Reed Business Information in Mumbai, India, seeks a Tech Customer Spt Analyst III to support our customers, resolve issues, and drive optimal use of LexisNexis solutions. You will be the primary contact for assigned clients, coordinating with internal teams to deliver technical and business insights.

The role emphasizes consulting with clients on process optimization, handling escalations, and contributing to knowledge bases while maintaining strong client relationships and proactive service

Qualifications

• Great customer service skills and a passion for developing and maintaining relationships with 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 with 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)
• Experience in API (SOAP, REST).
• Proficient Microsoft office 365 skills. (Outlook, Excel, PPT, Teams).

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).
• Engage clients in assessing their business needs and making recommendations on optimizing software and processes.
• Understand and document the technical requirements and implementation specifications for the client.
• Follow defined processes to provide timely status updates, root-cause analysis and service level agreements metrics, and other reports to track customer data.
• Manage and lead critical support escalations, as the point of contact for technical and product knowledge and resolution.
• Assess customers risks and needs and recommend appropriate service offerings.
• Provide advanced level technical support for escalated issues and travel to client sites when required.

Skills

Customer service

Technical support

Problem solving

Communication

Travel readiness

Tools

Salesforce

Jira

Confluence

MS Office 365

Job description

Tech Customer Spt Analyst III

Job Summary

Are you interested in supporting our customer s needs and resolving their issues

Would you like to be part of a collaborative and supportive team

Role Overview

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. Technical Account Manager (Finance Crime Consultant) with a background providing customer software support and a passion for data and technology, to join our Customer Support Team. This role serves as primary point of contact for an assigned client base product-line responsible for overall account management, troubleshooting with the customer, ensuring optimization of LexisNexis solutions, and identifying opportunities for additional solutions or enhancements. TAM s need to understand each client s unique environment and provide the business and technical support where multiple LexisNexis products and services are implemented. In addition, TAM s will partner with other LexisNexis teams to ensure a holistic approach to software, products, and services in support of the client s business needs.

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 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 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 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 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, SharePoint, etc.). Mentor and coach LexisNexis 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 with 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 with excellent verbal and written communication skills. Self-motivated and diligent with excellent problem-solving skills.
• IP/FTP/ SQL Server / IIS and MY SQL database.
• XML/ Working knowledge of MS Networking.
• Basic experience of CRM Systems (Salesforce, Jira, Confluence)
• Experience in API (SOAP, REST).
• Proficient Microsoft office 365 skills. (Outlook, Excel, PPT, Teams).

Desirable Skills

• Compliance industry experience desired.
• Understanding of software monitoring tools (Kibana).
• The candidate must have worked knowledge and been involved in medium-to-large-scale systems implementation.
• Willingness and ability to travel to domestic and international customer sites.