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RELX Group Technical Account Manager in New York, New York

Technical Account Manager

Category:

Location: New York, New York, United States

Overview :

The Strategic Technical Account Manager is responsible for the support of key clients and serves as their internal advocate at LNRS. This position is visionary and provides expert knowledge to the organization.This individual will act as an industry expert with experience in areas such asclient-facing solutions consulting,fraud and identity screening, analytics, decision engines and strategy development.

Basic Job Function:

  • Provide technical support for customers to support pre-sales and post-sales processes

  • Design and develop innovative solutions to customer requirements using LNRS products, with assistance from our internal groups, as needed

  • Maintain current functional and technical knowledge of the entire LNRS product line

  • Own overall relationship with assigned clients, which include: increasing adoption, ensuring retention, and satisfaction

  • Work with clients to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals

  • Address all product-related queries

  • Train customers to use products effectively

  • Ad-hoc analyses of customer data and build executive and project-level reports

  • Identify meaningful insights from chargeback data

  • Identify and report trends linked tofraudulent transactions

  • Risk and Technology consulting; sharing best practices with fraud managers, risk analysts, application developers, and project managers for combating persistent and emerging security threats

  • Communicate results of complex analyses to customers in an easy to understand format

  • Understand LexisNexis products that are offered to our customers to gain familiarity with functionalities.

  • Establish and implement business strategies with long-term focus (e.g., 3-5 years).

Accountabilities:

  • Works with other client relationship managers to complete analysis and projects in a timely manner and with accuracy, develop best practices and ensure the team has a thorough understanding of clients and solutions.

  • Updates and develops documentation as needed to maintain best practices with the client relationship management team.

  • Actively participates in RFPs, contract renewals, and other strategic planning sessions. Product Focus:

  • Demonstrates in-depth knowledge of seven or more LexisNexis Risk Solutions products.

  • Coordinates timely implementation of product enhancements and bug fixes with the product management team.

  • Works with the product team to further develop knowledge of particular solutions to enhance the client's experience with LexisNexis Risk Solutions.

  • Active participation in product road map discussions as client vocal point.

  • Responsible for proactively identifying and communicating to management, sales professionals or other team members any unusual anomalies that exist with the client’s data or use-case that would lead to the inability to produce a persuasive business case in a timely fashion.

  • Other duties as assigned.

Qualifications:

  • Education: Bachelor's degree

  • Travel: Must be able to travel up to 50% of the time.

  • Consultative Ability: Expert-level consultative skills with the ability to collaborate and to explore options, to demonstrate and to effectively use active listening skills to understand client needs.

  • Client Service Orientation: Expert-level ability to use data quality concepts and tools like SQL to effectively resolve client issues, while valuing client needs as high priority.

  • Ability to navigate a matrixed organization, work cross-functionally and influence others

  • Industry Experience: 10+ years of financial services/credit card industry experience

  • 5+ years client-facing experience preferred

  • Innovation: Expert-level affinity to try new methods and new approaches to problem-solving while demonstrating an intellectual curiosity and inquisitive nature. Has proven research and product skills shown to be effective in obtaining information, as well as the ability to analyze an organization's competitive position and develop a clear and compelling vision of what the organization needs for success in the future.

  • Leadership: Expert-level ability to effectively set direction, align constituencies and motivate others while demonstrating vision and ability to lead others.

  • Planning/Organization: Expert-level organizational and project management skills.

  • Presentation Skills/Communication: Expert-level oral and written communication skills; must be able to communicate technical concepts to both technical and non-technical audiences. Must be articulate within the language requirements. Expert-level ability to deliver client presentations and performance analysis via the telephone and in-person to high-level clients and senior management.

  • Problem Solving/Judgment: Expert-level analytical and problem-solving skills as well as the ability to understand and think analytically about complex business problems.

  • Product Knowledge: Expert demonstration of up-to-date and in-depth product knowledge.

  • Relationship Building: Expert-level relationship building skills and the ability to collaborate and interact effectively with internal and external clients.

  • Results Orientation: Expert-level time management skills and strict adherence to timelines, with the ability to operate within a structured approach and to deliver results. Possesses the ability to prioritize and handle multiple requests concurrently. Self-motivated.

  • Teamwork: Expert ability to work in a team environment, by soliciting input and feedback. Deals effectively with conflict.

  • Other: Demonstrates the ability to work well under pressure, sense of purpose, drive, motivation, coachability, competitiveness, curiosity, accountability, and integrity. Candidate must possess a positive attitude, and winning spirit. Clock speed, quick and intelligent decision maker; able to internalize information and translate it at a quick pace.

Requirements:

  • Proven work experience as a Technical account manager

  • Solid technical background with hands on experience in digital technologies

  • Familiarity with software and front-end development

  • An ability to gasp customers’ needs and suggest timely solutions

  • Strong analytical and problem-solving skills

  • Exception verbal, written, organizational, presentation, and communications skills

  • Strong team player but self-starter

  • Familiarity working with clients of all sizes, especially large Financial Services organizations

  • Strong team player but self-starter

  • Ability to work from New York City Office

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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