Technical Success Manager

Summary

Join Experian's Financial Services and Data (FSD) team as a primary contact for production incidents, ensuring resolution and client communication. You will conduct root cause analyses, deliver performance reports, and analyze service issues to enhance customer experience. This role requires strong communication and coordination skills among clients and internal teams. You will support internal projects and provide feedback to product development. The position offers a remote work environment and a comprehensive benefits package, including a competitive compensation plan, health insurance, 401k matching, flexible time off, and paid holidays.

Requirements

• 8+ years of related experience
• Experience with IT implementation
• Background in cloud computing, SaaS, IT infrastructure, security protocols, and compliance
• Experience with client relationship management, customer success, or technical consulting
• Demonstrated conflict resolution ability
• Available for after-hours business critical issues
• Experience working in a matrixed, global organization, communicating with team members at all levels

Responsibilities

• Be a primary contact for P1/P2 Production incidents, ensuring resolution and client communication
• Conducted root cause analyses (RCAs) and delivered performance reports while participating in incident reviews and operational calls
• Analyze trends in service issues and recommend improvements to enhance customer experience
• Facilitate communication and coordination among clients, support teams, and technical teams
• Support internal projects and provide feedback to product development on recurring service issues

Benefits

• Great compensation package and bonus plan
• Core benefits including medical, dental, vision, and matching 401K
• Flexible work environment, ability to work remote, hybrid or in-office
• Flexible time off including volunteer time off, vacation, sick and 12-paid holidays