Company Description
**About us, but we'll be brief**:
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.
We have 20,000 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.
Experian Consumer Services (ECS) - Careers That Define "What's the Next Big (Data) Thing" for Consumers?
Experian Partner Solutions helps 300+ businesses protect their 60M+ customers by building enterprise-level (1) identity, (2) credit, and (3) data breach cybersecurity SaaS products in a white-label (B2B2C) branded format. Experian Partner Solutions and its 'sister' business unit Direct-to-Consumer form Experian Consumer Services, a $900M business segment inside the $5B global information services company commonly known as Experian.
**Job Description**:
**What you'll be doing**
The Technical Account Manager is the primary technical point of contact for accounts and will be the liaison between the 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 client 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 Products, 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.
- Self-driven, lifelong learner
- Strong analytical and problem-solving capabilities; able to break complex technical hurdles into measurable actions
- Working knowledge of SaaS APIs, REST or SOAP web services, JSON, and XML
- Real-time system monitoring and reporting via technology tools such as Splunk, DataDog, and/or Business Intelligence systems such as Business Objects and Tableau
- Ability to query ad hoc data in MySQL, Redshift, Dynamo DB
- Comfortable speaking to internal or external technical and non-technical audiences
- Excellent communication and presentation skills
- Proficiency in data modeling, data relationships, and process optimization
- Ability to identify and submit product enhancement requests
- Ability to navigate trouble ticketing systems and collaboration tools
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