Tech Customer Spt Analyst III

2 weeks ago

Mumbai, Maharashtra, India LexisNexis Risk Solutions Full time ₹ 15,00,000 - ₹ 28,00,000 per year

Technical Account Manager
Are you a champion for continuous improvement?
Are you a problem solver?
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,

About The Role
The Technical Account Manager (TAM) is a trusted business advisory and a key member of the customer support team for LexisNexis Risk customers. This role acts as the primary point of contact for front-line support teams and engages directly with customers to troubleshoot, optimize solutions, and identify opportunities for improvement or additional product adoption. The TAM is expected to build strong relationships by understanding each customer's unique environment, providing both business and technical support, and ensuring seamless collaboration across multiple LexisNexis products and services. This role requires flexibility to work in a 24*7 shift environment to ensure round-the-clock customer support.

Responsibilities:-

  • Serve as the primary technical point of contact for customer support escalations, including high-visibility incidents.
  • Troubleshoot issues by joining live sessions with customers and coordinating with internal support teams.
  • Proactively monitor customer transactions, workflows, and processes to recommend optimisation opportunities.
  • Engage with clients to assess business needs, recommend enhancements, and identify training requirements.
  • Document and communicate technical requirements, root-cause analyses, and service delivery plans.
  • Partner with internal teams to ensure a unified LexisNexis engagement with customers.
  • Provide advanced technical support, including network configuration, server/workstation setup, and system analysis.
  • Lead critical escalations with clear communication to both technical and non-technical audiences.
  • Track customer enhancements, advocate requirements to product management, and influence product road-maps.
  • Maintain and update knowledge base documentation for internal and customer use.
  • Mentor and coach team members, cross-train peers, and share best practices.
  • Ensure timely updates to customers with respect to incident progress, service level agreements, and resolution timelines.
  • Demonstrate willingness to be on-call to ensure uninterrupted customer support.

Requirements:-

  • Bachelor's degree in Computer Science, Information Systems, Engineering, Business, or equivalent experience.
  • 5–7 years of experience in technical support, customer advocacy, or client-facing technical roles.
  • Strong troubleshooting, analytical, and problem-solving skills.
  • Proven experience in managing medium to large-scale system implementations.
  • Excellent communication skills with the ability to engage technical and business stakeholders.
  • Knowledge of compliance and risk management industry preferred.
  • Ability to work effectively in high-pressure, fast-paced, and 24*7 support environments.
  • Strong project management and documentation skills.

Learn more about the LexisNexis Risk team and how we work here

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