Technical Account Manager

Overview

In this role you will be the front line for client success, guiding technical and business teams through solutions that mitigate risk. You will support the Bridger Insight XG product, coordinate with internal and client stakeholders, and drive improvements to processes and knowledge resources. You’ll manage escalations, deliver proactive recommendations, and ensure high customer satisfaction while aligning with LexisNexis strategies. This role offers meaningful impact through cross-functional collaboration and on-site client work in a hybrid setup.

Pay / Benefits

• Generous holiday allowance
• Private medical benefits
• Wellbeing programs
• Life assurance
• Pension scheme
• Travel Season ticket loan

Responsibilities

• Engage with client technical and business teams to capture requirements and advise on technical options
• Monitor client transactions, analyze data, and propose actions to technology, client, and business leaders
• Coordinate with internal teams to present a seamless LexisNexis experience for clients
• Assess business needs and recommend software/process optimizations and training
• Document technical requirements and implementation specs; resolve support issues and communicate solutions
• Follow processes for status updates, root-cause analysis, and SLA reporting; develop tools to improve support
• Lead critical escalations across multiple teams with visibility to leadership, acting as a technical/product expert
• Act as trusted advisor on implementation and process decisions; assess risks and propose service offerings
• Create and present service delivery plans; use project management methods to track and drive implementations
• Manage delivery of services to achieve high customer satisfaction and trust
• Provide advanced technical support (network/configuration/hardware) and root-cause analysis
• Travel to client sites for process analysis, training, and on-site support; on-call as required
• Review client processes; document procedures, customizations, and configurations
• Create/update Knowledge Base (Confluence, SharePoint); mentor and cross-train teams
• Prioritize and advocate for client-requested enhancements with product management

Key requirements

• Strong customer service skills and relationship development
• Extensive experience in technical support or consulting
• Experience in compliance/banking industry
• Ability to solve complex technical issues via research and analysis
• Excellent verbal and written communication
• IP/FTP/SQL Server / IIS and MY SQL databases
• XML; working knowledge of MS Networking
• CRM systems experience (Salesforce, Jira, Confluence)
• Self-motivated with strong problem-solving skills
• Experience in API (SOAP, REST)
• Proficient Microsoft Office 365 (Outlook, Excel, PPT, Teams)

• customer-focused mindset
• strong communication
• problem-solving
• IP/FTP
• SQL Server
• IIS

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