Technical Account Manager

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.

What you’ll be doing:

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 ongoing technical communications for existing clients including security updates and software support, the Technical Success Manager will:

• Communicate P1/P2 incident status to account team and client.
• Ensure effective ownership, communication, coordination, and facilitation of service issues and production changes between the client, support teams, account team and technical teams.
• As a subject matter expert of the account, provide evaluation when available to support the team for any client tickets, as well as monitor and maintain quality on all tickets and cases.
• Analyze and report on cases and tickets to spot reoccurring trends and provide recommendations to client and/or technical teams for remediation.
• Ensure all cases and incidents are properly documented, SLAs are met, and that resolution occurs in a timely manner.
• Responsible for aggregating all non-incident Client requests for changes to production and driving execution in alignment with contracts and client’s priorities.
• Help ensure that the proper monitoring is in place at the platform and client specific solution level and help drive resolution to issues as required.
• Participates in daily / weekly / monthly operational calls and status updates to ensure alignment across internal and external stakeholders.
• Develop strategies to facilitate the continuous improvement of customer service.
• Provide feedback to Experian Product Development teams to help identify reoccurring service issues that require updates to features or products.
• Help analyze customers’ needs and suggest potential new services for Client consideration.
• Be the Technology Voice for all Experian Product, Platform and Technology.

• +4 years of technical client-facing experience
• Strong knowledge of enterprise technology infrastructure including various operating systems, servers, storage, and networking
• Knowledge of enterprise server software including Windows Server, Linux, and monitoring technologies
• Knowledge of cloud computing concepts, software and systems (networking, virtualization, VMware, Hyper-visors)
• Ability to query ad hoc data in various reporting platforms
• Ability to navigate and troubleshoot in ticketing systems, bug submission and other support systems
• Ability to identify and submit product enhancement requests
• Able to think analytically and consider all client configs, as well as dive into the details, and know when to operate at each of those levels.
• Strong analytical and problem-solving capabilities; able to break complex technical hurdles into measurable actions.
• Excellent communication skills; equally comfortable speaking to internal or external technical teams and non-technical teams
• Strong presentation skills, including ability to present to any level within the company
• Must have ability and desire to work in a high-pressure, fast-paced environment and be able to handle several projects and tasks simultaneously
• Strong account management, cross-group collaboration, and negotiation skills
• Outstanding interpersonal skills and conflict management skills
• Quickly develops rapport and credibility
• Highly organized and self-motivated; able to manage multiple important investigations simultaneously, with little direction.
• IT business process, Project Management, or service delivery certifications (ITIL, PMP, etc.) preferred.

This is a permanent home-based role in Costa Rica. No relocation available.

Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work, Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work.