Senior Manager of Technical Account Management

Summary

Join Experian as the Sr. Manager of Technical Account Management, leading a team of technical professionals serving as trusted advisors to strategic customers. Scale a world-class TAM function, delivering technical guidance, consulting, product adoption, and driving customer success. Develop a TAM strategy encompassing customer onboarding, technical health reviews, success plans, and escalation management. Partner with various teams to align with customer priorities and define feature requirements. Serve as an executive sponsor for high-stakes clients, managing relationships and ensuring client satisfaction. Define and track performance metrics to increase team efficiency and customer outcomes.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• 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

Benefits

• 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