Client Technical Operations Manager

Summary

Join Experian as the Manager of Technical Account Managers, leading a team in providing exceptional service and strategic guidance to enterprise clients. This leadership role requires expertise in technology and business, mentoring technical professionals, driving customer success, and scaling processes. Responsibilities include team leadership and development, overseeing customer relationships, building processes, collaborating with various teams, prioritizing product improvements, and identifying expansion opportunities. A Bachelor's degree, 5+ years in a customer-facing technical role, and 2+ years managing technical teams are required. Knowledge of software development, SaaS, cloud applications, and specific technologies is also necessary. Experian offers a competitive compensation package, core benefits (medical, dental, vision, 401K), flexible work environment, flexible time off, and a strong company culture.

Requirements

• 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

Responsibilities

• Lead, coach, and develop a team of Technical Account Managers to ensure professional growth
• Conduct regular 1:1s, performance reviews, and support career pathing
• 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%

Benefits

• 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