Digital Client Success Strategist

hace 4 días

San Francisco, Heredia, Costa Rica Experian A tiempo completo
About This Role

We are seeking a highly skilled Digital Client Success Strategist to join our team. In this role, you will serve as the single point of contact for technical consulting and assist our Account/Project Managers, Product and Tech Support, and Engineers with new and ongoing technical communications for existing clients.

You will be responsible for communicating P1/P2 incident status to account teams and clients, ensuring effective ownership, communication, coordination, and facilitation of service issues and production changes between clients, support teams, account teams, and technical teams.

Key Responsibilities
  • Analyze and report on cases and tickets to spot reoccurring trends and provide recommendations to clients and/or technical teams for remediation.
  • E nsure all cases and incidents are properly documented, SLAs are met, and that resolution occurs in a timely manner.
  • Responsible for aggregating all non-incident client requests for changes to production and driving execution in alignment with contracts and client priorities.
  • Help ensure that proper monitoring is in place at the platform and client-specific solution level and help drive resolution to issues as required.
  • Participate in daily/weekly/monthly operational calls and status updates to ensure alignment across internal and external stakeholders.
  • Develop strategies to facilitate the continuous improvement of customer service.
  • Provide feedback to Experian Product Development teams to help identify reoccurring service issues that require updates to features or products.
  • Help analyze customers' needs and suggest potential new services for client consideration.
Requirements
  • 4+ years of technical client-facing experience.
  • Strong knowledge of enterprise technology infrastructure including various operating systems, servers, storage, and networking.
  • Knowledge of enterprise server software including Windows Server, Linux, and monitoring technologies.
  • Knowledge of cloud computing concepts, software, and systems (networking, virtualization, VMware, Hyper-visors).
  • Ability to query ad hoc data in various reporting platforms.
  • Ability to navigate and troubleshoot in ticketing systems, bug submission, and other support systems.
  • Ability to identify and submit product enhancement requests.
  • 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.
  • Strong analytical and problem-solving capabilities; able to break complex technical hurdles into measurable actions.
  • Excellent communication skills; equally comfortable speaking to internal or external technical teams and non-technical teams.
  • Strong presentation skills, including ability to present to any level within the company.
  • Must have ability and desire to work in a high-pressure, fast-paced environment and be able to handle several projects and tasks simultaneously.
  • Strong account management, cross-group collaboration, and negotiation skills.
  • Outstanding interpersonal skills and conflict management skills.
  • Quickly develops rapport and credibility.
  • Highly organized and self-motivated; able to manage multiple important investigations simultaneously, with little direction.
About Us

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive, and diverse team where people love their work and love working together. We believe that diversity, equity, and inclusion are essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your talents and passion to our team.

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