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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