Technical Account Manager - Heredia, Costa Rica - Experian

Experian

Empresa verificada

Heredia, Costa Rica

hace 1 semana

Publicado por:

Andrea Rodríguez

beBee Recruiter

Descripción

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.

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

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 nonincident SaaS services during business hours
Responsible for aggregating all nonincident 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

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 inflight

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
Realtime 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 problemsolving capabilities; able to break complex technical hurdles into

measurable actions

Excellent communication and presentation skills
Comfortable speaking to internal or external technical and nontechnical audiences
Must have the ability and desire to work in a highpressure, fastpaced 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**