Senior Technical Account Manager, Experian Consumer Services (remote)

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 w