Full-time
Employee Status: Regular
Role Type: Hybrid
Department: Customer Service
Schedule: Full Time
**Company Description**:
**About us, but we'll be brief**
Experian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five years we've been named in the **100 "World's Most Innovative Companies" by Forbes Magazine**. Experian prioritizes our culture and look to bring people to the team who are passionate about their jobs, who are easy to work with, and who continue to value team over self.
We have 23,000 people operating across 44 countries and every day we're investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.
- What you'll be doing
- The Technical Account Manager is the primary technical point of contact for accounts and will be the liaison
- between client and all internal Experian technology, operations and product.
- Primary responsibilities
- Acting as a single point of contact for technical consulting and assisting our Account & Project Managers, Product
- and Tech Support, and Engineers with new and on-going technical communications for existing clients including
- security updates and software support. The Technical Account Manager will:
- Anticipate positive and negative impacts throughout the organization regarding proposed solutions
- Proactively test new configurations against existing client workflows to ensure no unforeseen client
impacts- Arbitrate discussions between the customer and Experian, and in all appropriate ways represent the
client's technical needs to Experian, and Experian's offerings to the client- Primary post deployment technical contact for non-incident SaaS services during business hours
- Responsible for aggregating all non-incident xlient requests for changes to production and driving
execution in alignment with contracts and client's priorities.- Responsible for partnering with clients, other Technical Account Managers and Account Development to
prioritize and submit requests to change production configurations, promo codes, and content changesservices, and availability- Help ensure that the proper monitoring alarms are in place at the platform and client specific solution level
and help drive resolution to issues as required.- Participates in recurrent operational calls and status updates to ensure alignment across internal and
external stakeholders- Develop strategies to facilitate the continuous improvement of the customer's service
- Communicate a holistic change management schedule that includes patching, infrastructure, and solution
upgrades- Participate in a comprehensive quarterly business review (QBR) on the following areas:
- Service availability, performance and trending
- Recommendations for improvement and best practices
- Track follow up items and timelines (defects, incidents, production change requests)- Provide feedback to Experian Product Development teams to help identify potential new features or products
- Interface with other Experian resources including any delivery resources working on in-flight
implementations and Sales/Account Managers- Help analyze customers' needs and suggest potential new services for client consideration
- Be the Technology Voice of all Experian Product, Platform and Technology
**Qualifications**:
- What your background looks like- BS, BA in Computer Science, Computer Information Systems, MIS or relevant technology degree
(Master's level a plus) or 5+ years of relevant experience in technical customer support, operations, or
- similar role.- Experience with Software as a Service
- Proficiency in data modeling, data relationships, SQL queries, and optimization
- Ability to query ad hoc data in Mysql, Redshift, Dynamo DB, or other data structures
- Knowledge of APIs, REST or SOAP web services, JSON, and XML
- Familiar with AWS compute and storage services
- Real-time system monitoring and reporting via technology tools such as Splunk, AppDynamics, DataDog,
and/or Business Intelligence systems such as Business Objects and Tableau- Ability to navigate and troubleshoot in ticketing systems, bug submission, and other support systems
- Ability to identify and submit product enhancement requests
- Strong analytical and problem-solving capabilities; able to break complex technical hurdles into
measurable actions- Excellent communication and presentation skills
- Comfortable speaking to internal or external technical and non-technical audiences
- Must have the ability and desire to work in a high-pressure, fast-paced environment and be able to handle
several projects and tasks simultaneously- Able to manage multiple critical investigations simultaneously, with little direction
- Experience wi