Client Technical Operations Manager
Client Technical Operations Manager
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Salary Not Disclosed
1 Vacancy
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 :
- Bachelors 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. Experians culture and people are important differentiators. We take our peoples agenda very seriously and focus on what matters: DEI work/life balance development authenticity engagement collaboration wellness reward & recognition volunteering... the list goes on. Experians 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 Experians 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.
#LI-Hybrid
Remote Work :
Yes
Employment Type :
Full-time
Employment Type
Remote
Company Industry
Department / Functional Area
Customer Service
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
