Company Description
Experian is the world's leading global information services company.
During life's big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence.
We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.
As the world's leading repository of consumer credit data, Experian is transforming data into solutions that facilitate transactions, ensure financial safety and improve the financial lives of millions of consumers around the world.
We have been named by Forbes magazine as one of the "World's Most Innovative Companies" and ranked on Fortune's Best Companies to work for.
**Job Description**:
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 changes
- 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**:
- 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 with SSO, OAuth, data encryption and mobile SDKs a plus
Additional Information
Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereave