Technical Account Manager
On-siteMumbai, Maharashtra, India
Job Summary
Communicate directly with client technical and business teams to understand requirements, provide technical recommendations, and troubleshoot issues. Proactively monitor client transactions, perform analysis, and document implementation specifications while managing service level agreements and escalations. Partner with internal teams to create a seamless LexisNexis face, develop proactive tools to improve support processes, and conduct root-cause analysis for escalated customer issues. Travel to client sites for on-site process analysis, consultation, and training, and manage the delivery of recommended services to ensure high customer satisfaction.
Required Qualifications
- Great customer service skills
- Passion for developing and maintaining relationships
- 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
- Excellent verbal and written communication skills
- Self-motivated and diligent
- 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
- Willingness and ability to travel to domestic and international customer sites
- Willingness to be on-call when required
Desired Qualifications
- Compliance industry experience
- Understanding of software monitoring tools (Kibana)
- Worked knowledge and been involved in medium-to-large-scale systems implementation
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