Technical Account Manager
Heredia, Heredia, cr
hace 5 días

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 : Service availability, performance and trendingRecommendations for improvement and best practicesTrack 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

  • 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 plus
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