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Technical Account Manager

Gabi

Gabi

IT, Sales & Business Development
Heredia Province, Heredia, Costa Rica
Posted on Wednesday, April 10, 2024

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.

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 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
• 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 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
• 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:
o Service availability, performance and trending
o Recommendations for improvement and best practices
o 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 with SSO, OAuth, data encryption and mobile SDKs a plu

Additional Information

Culture at Experian

Our uniqueness is that we truly value yours.

Experian's culture, people, and environments are key differentiators. We take our people's agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on!

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, Bereavement Leave, Referral Program, and more.

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here

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 it ensures that we live what we believe.