Job description
Company Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world. 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 a 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 Senior Director, as the Sr. Manager of Technical Account Management, you will lead a team of technically experienced, client-facing professionals who serve as trusted advisors to our most strategic customers. You will scale a world-class TAM function, delivering technical guidance, consulting, product adoption, understanding customer environments. and driving customer success with their initiatives, and offering additional Experian solutions to solve their business problems.
Strategic Leadership
- Lead and scale a team of Technical Account Managers focused on high-value clients, ensuring the delivery of outstanding technical guidance, onboarding, and ongoing support.
- Develop a TAM strategy including customer onboarding, technical health reviews, success plans and escalation management.
- Partner with Sales, Product, Engineering, and Support teams to align with customer priorities and outcomes. A critical part of this role will also involve partnering with customers and our teams to define detailed Feature Requirements and Statements of Work (SOWs) for custom engagements and integrations.
Customer Engagement
- Be an executive sponsor and escalation point for high-stakes financial clients, ensuring understanding on Service level agreements, uptime, integrations, and regulatory expectations.
- Guide technical relationship management with important accounts, ensuring clients use the full potential of our APIs, platforms, and data services.
- Maintain executive relationships with key customers to ensure ongoing satisfaction and retention.
- Monitor and improve client health, mitigate risk, and promote renewals and upsells through technical insight.
- Support customer renewals and expansion opportunities by identifying technical blockers and aligning roadmap priorities.
Operational Excellence
- Define and track performance metrics (CSAT, NPS, onboarding velocity, support responsiveness) and use insights to increase team efficiency and customer outcomes.
- Build scalable processes and frameworks to support a diverse client base with varying technical and regulatory complexity.
- Ensure documentation and knowledge sharing across client implementations and technical support for workflows.
Team Development
- Recruit, mentor, and develop an impressive team of TAMs with technical and financial services knowledge.
- Create a culture of learning, accountability, and client advocacy within the team.
- Manage a training and upskill plan to ensure the TAM organization is always up to speed on Experian and Client technology and can lead client technical conversation.
- Provide coaching that empowers the team to support clients in high-compliance, security-sensitive environments.
Qualifications
- 8+ years of experience in technical client-facing roles (Technical Account Management, Solutions Consultant, Implementation Engineering), with 5+ years in leadership capacity. Experience in financial industry.
- Leadership, team building, and people development skills.
- Deep technical knowledge in relevant domains (e.g., Cloud infrastructure, API, Security, SaaS platforms, Mulesoft, Salesforce, and AWS)
- Experience managing enterprise client relationships in a high-stakes, regulated industry.
- Bachelor’s degree in computer science, Information Systems, or related field.
• Travel 10% of the time.
Additional Information
Benefits/Perks
- Great package and bonus plan
- Core benefits including full medical, dental, vision, and matching 401K
- Flexible schedule, ability to work remotely, hybrid, or in-office
- Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays
Our uniqueness is that we celebrate yours. Experian’s culture and people are important differentiators. We take our people 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 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, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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