Technical Account Manager
Experian
- Heredia
- Permanente
- Tiempo completo
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
- 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
- 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
- Responsible for partnering with clients, other Technical Account Managers and Account Development to
- Coordinate all technical aspects of the customer relationship including cloud application & infrastructure,
- Help ensure that the proper monitoring alarms are in place at the platform and client specific solution level
- Participates in recurrent operational calls and status updates to ensure alignment across internal and
- Develop strategies to facilitate the continuous improvement of the customer’s service
- Communicate a holistic change management schedule that includes patching, infrastructure, and solution
- Participate in a comprehensive quarterly business review (QBR) on the following areas:
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
- Help analyze customers’ needs and suggest potential new services for client consideration
- Be the Technology Voice of all Experian Product, Platform and Technology
- BS, BA in Computer Science, Computer Information Systems, MIS or relevant technology degree
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,
- 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
- 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
- Able to manage multiple critical investigations simultaneously, with little direction
- Experience with SSO, OAuth, data encryption and mobile SDKs a plu