Senior Technical Account Manager, Experian Consumer Services (remote) in Austin, TX

Senior Technical Account Manager, Experian Consumer Services (remote) - Experian - Austin, TX - work from home job Company: Experian Job description: Company Description 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. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect. Job Description 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. 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 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 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 8+ 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 • Experience with SSO, OAuth, data encryption and mobile SDKs • 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 • Proven experience partnering across functions and organizational boundaries to effectively advocate for team, business, and company priorities • Strong account management, cross-group collaboration, and negotiation skill Additional Information Additional information Why choose us? Our colleagues’ health and wellbeing are a top priority for us, that’s why our reward, benefits and wellbeing programs are designed so you can come to work feeling your very best self. Our benefits focus on health, money, and lifestyle so you can tailor your benefits to your own personal needs. Whether it’s your physical and mental wellness, getting to work or preparing for the next big milestone in your life, we have a range of flexible options to have you covered! • To learn more about our culture and what it’s really like to work here, check out our interactive guide here: • Could this be the role for you? Apply now to start your journey with Experian. • To learn more about our culture and what it’s really like to work here, check out our LinkedIn and social media channels using the hashtags #UniquelyExperian • Youtube video link: https://www.youtube.com/watch?v=trvcHqr81TY • Experian Careers - Creating a better tomorrow together Perks • 3 weeks of vacation to start, five sick days and two volunteer days (plus twelve paid holidays) • Competitive pay and comprehensive benefits package • Flexible work schedule and relaxed dress code • Fully remote or in-office hybrid model, depending on location Our compensation reflects the cost of labor across several U. S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience and education. This position is also eligible for a variable pay opportunity and a comprehensive benefits package which includes health, life and disability insurance, generous paid time off including paid parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match. Experian is proud to be an Equal Opportunity and Affirmative Action employer. We’re passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. For more than 125 years, we’ve helped people and economies flourish – and we’re not done. We take our people’s agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, collaboration, wellness, reward & recognition, volunteering, making an impact... the list goes on. ! . We are building a culture where everyone is comfortable bringing their whole self to work. A place where we not only respect our differences and values but celebrate them in a positive and supportive environment. Find out what is like to work for Experian and ! Our compensation reflects the cost of labor across several U. S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience and education. This position is also eligible for a variable pay opportunity and a comprehensive benefits package which includes health, life and disability insurance, generous paid time off including paid parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match. Experian is proud to be an Equal Opportunity and Affirmative Action employer. We’re passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. For more than 125 years, we’ve helped people and economies flourish – and we’re not done. We take our people’s agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, collaboration, wellness, reward & recognition, volunteering, making an impact... the list goes on. ! . We are building a culture where everyone is comfortable bringing their whole self to work. A place where we not only respect our differences and values but celebrate them in a positive and supportive environment. Find out what is like to work for Experian and ! Expected salary: Location: Austin, TX Job date: Wed, 20 Sep 2023 22:19:08 GMT Apply for the job now! Apply tot his job Apply To this Job