Job Description
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.
Qualifications
- +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.
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