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Technical Account Manager (remote), Experian Consumer Services

Company: Experian
Location: Fort Lauderdale
Posted on: June 22, 2022

Job Description:

Company DescriptionExperian 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.Job DescriptionExperian 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.What You'll Be DoingThe 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 ResponsibilitiesActing as a single point of contact for technical consulting and assisting our Account & Project Managers, Product, and Tech Support, and Engineers with new and ongoing 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
  • As a subject matter expert of the account, provide context to support teams for any client tickets
  • 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
  • Coordinate all technical aspects of the customer relationship including cloud application & infrastructure, services, 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 TechnologyQualificationsWhat 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 with SSO, OAuth, data encryption and mobile SDKs a plusAdditional InformationAll your information will be kept confidential according to EEO guidelines.Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and and it reflects what we believe. See our DEI work in action!If you live in Colorado, Connecticut or New York City, please contact us here for the salary range of this position (include this Job Title in your email). In addition to a competitive base salary and variable pay opportunity, Experian offers a comprehensive benefits package including health, life and disability insurance, generous paid time off including parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.Experian Careers - Creating a better tomorrow togetherFind out what its like to work for Experian by clicking here

Keywords: Experian, Fort Lauderdale , Technical Account Manager (remote), Experian Consumer Services, IT / Software / Systems , Fort Lauderdale, Florida

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