Client Technical Operations Manager
Company Description
Experian is a global data and technology company that powers opportunities for people and businesses worldwide. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics, and software. We also assist millions of people to work towards their financial goals and help them save time and money.
We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.
We invest in people and new advanced technologies to unlock the power of data. As an FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.
Job Description
Reporting to the Sr. Director of Quality Assurance we are looking for a dynamic and experienced Manager of Technical Account Managers to lead our team of TAMs in delivering exceptional service and strategic guidance to our enterprise customers. This role is ideal for a leader who excels at the intersection of technology and business and has experience mentoring technical professionals, driving customer success, and scaling processes.
Responsibilities
- Team Leadership & Development
- Lead, coach, and develop a team of Technical Account Managers to ensure professional growth
- Conduct regular 1:1s, performance reviews, and support career pathing
- Implementations, Customer Success & Relationship Management
- Oversee important customer relationships to ensure high satisfaction, adoption, and retention
- Escalate issues for critical customer issues
- Assist/lead in building/streamlining processes that promote Operational Excellence for the TAM team
- Work with leadership to define best practices, and processes to grow the TAM function
- Partner with Sales, Product, Engineering, and Support teams to agree on customer needs and feedback
- Help prioritize product improvements and service offerings based on TAM and customer insights
- Identify opportunities for expansion and help improve upsell and renewal efforts
- Help develop customer success plans and quarterly/monthly business reviews (QBR/MBR)
- Needs to travel 10%
Qualifications
- Bachelor's degree in computer science, Information Technology, Business Administration, or equivalent experience.
- 5+ years in a customer-facing technical role (e.g., TAM, Solutions Architect, Customer Success Engineer).
- 2+ years of experience managing or mentoring technical teams.
- Knowledge of software development, integration technologies, and system architecture, with the ability to solve complex technical challenges.
- Experience with SaaS, cloud, and web application design.
- Understanding of Salesforce, Mulesoft, and API gateway technologies.
Additional Information
Benefits/Perks
- Great compensation package and bonus plan
- Core benefits including full medical, dental, vision, and matching 401K
- Flexible work environment, ability to work remotely, hybrid, or in-office
- Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays
Additional Information
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people's agenda very seriously and focus on what matters: DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people-first approach is award-winning: Great Place To Work™ in 24 countries, FORTUNE Best Companies to Work, and Glassdoor Best Places to Work (globally 4.4 Stars), to name a few. Check out Experian Life on social media or our careers site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability, or age. If you have a disability or special need that requires accommodation, please let us know as soon as possible.
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