Technical Success Manager

hace 2 meses

San Francisco, Heredia, Costa Rica Experian A tiempo completo
Job Description

Company Overview

Experian is a global information services company that unlocks the power of data to create more opportunities for consumers, businesses, and society. With a focus on employee well-being, Experian has been certified as a Great Place to Work and has received recognition as one of the 100 Best Companies to Work for by FORTUNE and as one of the 100 World's Most Innovative Companies by Forbes Magazine.

Job Summary

We are seeking a highly skilled Technical Success Manager to act as a single point of contact for technical consulting and assisting our Account/Project Managers, Product and Tech Support, and Engineers with new and ongoing technical communications for existing clients. This role will involve communicating P1/P2 incident status to the account team and client, ensuring effective ownership, communication, coordination, and facilitation of service issues and production changes between the client, support teams, account team, and technical teams.

Key Responsibilities

  1. Communicate P1/P2 incident status to account team and client.
  2. Ensure effective ownership, communication, coordination, and facilitation of service issues and production changes between the client, support teams, account team, and technical teams.
  3. Analyze and report on cases and tickets to spot reoccurring trends and provide recommendations to the client and/or technical teams for remediation.
  4. Ensure all cases and incidents are properly documented, SLAs are met, and that resolution occurs in a timely manner.
  5. Responsible for aggregating all non-incident Client requests for changes to production and driving execution in alignment with contracts and client's priorities.
  6. Help ensure that the proper monitoring is in place at the platform and client-specific solution level and help drive resolution to issues as required.
  7. Participates in daily/weekly/monthly operational calls and status updates to ensure alignment across internal and external stakeholders.
  8. Develop strategies to facilitate the continuous improvement of customer service.
  9. Provide feedback to Experian Product Development teams to help identify reoccurring service issues that require updates to features or products.
  10. Help analyze customers' needs and suggest potential new services for Client consideration.
  11. Be the Technology Voice for all Experian Product, Platform, and Technology.

Requirements

  1. +4 years of technical client-facing experience.
  2. Strong knowledge of enterprise technology infrastructure, including various operating systems, servers, storage, and networking.
  3. Knowledge of enterprise server software, including Windows Server, Linux, and monitoring technologies.
  4. Knowledge of cloud computing concepts, software, and systems (networking, virtualization, VMware, Hyper-visors).
  5. Ability to query ad hoc data in various reporting platforms.
  6. Ability to navigate and troubleshoot in ticketing systems, bug submission, and other support systems.
  7. Ability to identify and submit product enhancement requests.
  8. Able to think analytically and consider all client configs, as well as dive into the details, and know when to operate at each of those levels.
  9. Strong analytical and problem-solving capabilities; able to break complex technical hurdles into measurable actions.
  10. Excellent communication skills; equally comfortable speaking to internal or external technical teams and non-technical teams.
  11. Strong presentation skills, including ability to present to any level within the company.
  12. Must have ability and desire to work in a high-pressure, fast-paced environment and be able to handle several projects and tasks simultaneously.
  13. Strong account management, cross-group collaboration, and negotiation skills.
  14. Outstanding interpersonal skills and conflict management skills.
  15. Quickly develops rapport and credibility.
  16. Highly organized and self-motivated; able to manage multiple important investigations simultaneously, with little direction.
  17. IT business process, Project Management, or service delivery certifications (ITIL, PMP, etc.) preferred.

Additional Information

Experian offers a comprehensive benefits package, including medical, life, and dental insurance, as well as a variety of employee perks and programs. We are an equal opportunity employer and welcome applications from diverse candidates. We believe in creating a thriving, inclusive, and diverse team where people love their work and love working together.

  • Technical Customer Success Manager

    hace 2 meses

    San Francisco, Heredia, Costa Rica Experian A tiempo completo

    Technical Success Manager Job DescriptionExperian is the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we've been named...

  • Customer Success Portfolio Manager

    hace 4 semanas

    San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

    About ServiceNowAt ServiceNow, our technology empowers organizations to innovate and succeed in today's digital landscape. We are a team of passionate individuals who share a common goal: to help our customers achieve their objectives.Estimated Salary RangeThe estimated annual salary for this position is $175,000 - $225,000, depending on location and...

  • Lead Technical Support Operations Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

    Job SummaryWe are seeking a highly skilled and experienced Lead Technical Support Operations Manager to join our team at ServiceNow. This is a unique opportunity to leverage your technical expertise and leadership skills to drive the success of our customer support operations.About the RoleIn this critical role, you will be responsible for overseeing the...

  • Senior Technical Operations Manager

    hace 1 mes

    San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

    Job SummaryWe are seeking a seasoned Senior Technical Operations Manager to lead our technical support team. This role requires a minimum of 6 years of technical support and service management experience, with at least 3-4 years in a supervisory position.

  • Customer Success Strategist

    hace 1 mes

    San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

    At ServiceNow, we empower our customers to achieve their business goals through innovative technology and exceptional customer success.As a Customer Success Manager at ServiceNow, you will play a critical role in ensuring our customers derive maximum value from our products.We are seeking a highly motivated and experienced professional to join our team as a...

  • Technical Program Manager

    hace 2 meses

    San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

    About the RoleWe are seeking a highly experienced Technical Program Manager to lead large-scale engineering programs at ServiceNow. As a key member of our Release Program Management team, you will be responsible for driving the successful execution and delivery of company-wide programs and processes.Key ResponsibilitiesCreate frameworks, coordinate, and...

  • Technical Delivery Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo

    Job DescriptionWe are seeking a seasoned Technical Delivery Manager to lead our Managed Monitoring Services team at Hewlett Packard. This is an exceptional opportunity for a highly motivated individual to join our organization and drive success in a fast-paced environment.About the Role:Act as a single point of contact for customers, ensuring seamless...

  • Technical Integration Solutions Manager

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

    About the RoleWe are seeking a highly skilled Technical Integration Solutions Manager to join our team. As a key member of our Digital Technology organization, you will play a critical role in managing integrations that power our innovative products.

  • Senior Technical Program Manager

    hace 4 días

    San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

    At ServiceNow, our technology makes the world work for everyone. We're committed to delivering high-quality products that meet our customers' expectations.We're looking for a talented Senior Technical Program Manager to join our Global Product Operations team. In this role, you'll play a critical part in driving our products to the finish line and into our...

  • Technical Delivery Manager

    hace 2 meses

    San Francisco, Heredia, Costa Rica Hewlett Packard A tiempo completo

    Key Responsibilities:As a Technical Delivery Manager at Hewlett Packard, you will be responsible for acting as a single point of contact for customers for all managed service elements in scope. You will participate in customer steering group meetings and advise on governance for HP.Deliverables:Gather customers' requirements and provide feedback.Effectively...

  • Senior Technical Product Development Manager

    hace 2 meses

    San Francisco, Heredia, Costa Rica Boston Scientific Corporation A tiempo completo

    Job OverviewIn the esteemed Boston Scientific Corporation, we seek an exceptional individual to fill the role of Senior Technical Product Development Manager. This pivotal position demands a highly skilled and innovative professional who can spearhead the design and development of complex products, materials, and processes.Job ResponsibilitiesThis key role...

  • Cloud Infrastructure Technical Program Manager Lead

    hace 5 días

    San Francisco, Heredia, Costa Rica Databricks A tiempo completo

    We are looking for a highly skilled Cloud Infrastructure Technical Program Manager to join our team at Databricks. As a TPM, you will play a key role in defining repeatable processes and driving execution velocity across the engineering organization.This is an exciting opportunity to work with a talented team of engineers, program managers, and cloud experts...

  • Technical Support Services Manager

    hace 20 horas

    San Francisco, Heredia, Costa Rica Ibm A tiempo completo

    About IBMAt IBM, we are committed to delivering exceptional services to our clients. Our team of experts works tirelessly to ensure that our customers receive the highest level of support and service.Your Role and ResponsibilitiesWe are seeking a Technical Support Services Manager to lead our team of engineers in providing 24/7 technical support to our...

  • Technical Product Manager, Integrated Risk Solution

    hace 6 días

    San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

    At ServiceNow, our technology enables seamless digital experiences for everyone. This role is part of our Digital Technology team, redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth.We serve approximately 85% of the Fortune 500 companies, proudly listed as one of FORTUNE 100...

  • Technical Support Team Manager

    hace 5 días

    San Francisco, Heredia, Costa Rica Bosch Group A tiempo completo

    OverviewBosch Service Solutions, a leading global supplier of Business Process Outsourcing, is seeking a Technical Support Team Manager to join its team. This role involves supporting customers with technical issues and implementing service solutions.Key ResponsibilitiesSupport customers with technical issues and resolve them in a timely manner.Implement...

  • Technical Program Manager

    hace 4 semanas

    San Francisco, Heredia, Costa Rica Databricks A tiempo completo

    We are seeking a highly experienced Technical Program Manager to join our engineering org in Costa Rica. This role will focus on running end-to-end processes for the team, with a strong emphasis on process improvements and cost optimization.The ideal candidate will have 7+ years of experience in technical program management, PMO or FinOps, with solid...

  • Technical Support Director

    hace 2 semanas

    San Francisco, Heredia, Costa Rica Smarsh A tiempo completo

    About SmarshSmarsh is a leading provider of digital communication compliance and analytics solutions, empowering businesses to manage risk and unlock intelligence in their digital communications.We are seeking an experienced Technical Support Director to lead our Global Technical Support leadership team. This role provides strategic direction for support...

  • Technical Support Management Lead

    hace 2 meses

    San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

    **About the Role**We are seeking a seasoned Technical Support Management professional to lead our team in delivering exceptional customer experiences. As a Senior Manager, Technical Support Management, you will be responsible for overseeing the daily operations of our technical support services, ensuring that our customers receive timely and effective...

  • Technical Training Specialist

    hace 4 semanas

    San Francisco, Heredia, Costa Rica Bma Group A tiempo completo

    **Overview of BMA Group**BMA Group is a leading organization in the industry, dedicated to providing top-notch training and support services.**Job Description**We are currently seeking an experienced Technical Training Specialist to join our team. As a key member of our training support staff, you will play a crucial role in ensuring the success of our new...

  • Technical Project Manager

    hace 7 días

    San Francisco, Heredia, Costa Rica Gft Technologies Se A tiempo completo

    About the RoleWe are seeking a highly skilled Technical Project Manager to join our team in the financial services industry. As a Technical Project Manager, you will be responsible for developing and implementing project management plans to ensure successful project delivery.Key Responsibilities:Develop project management plans, including timelines, budgets,...