Expedia

Client Technical Operations Manager

New Orleans, Louisiana, United States

Not SpecifiedCompensation
Expert & Leadership (9+ years)Experience Level
Full TimeJob Type
UnknownVisa
Data and Technology, Financial Services, Healthcare, Automotive, Agribusiness, InsuranceIndustries

Manager of Technical Account Managers

Employment Type: Full-time Location Type: Remote Salary: Not specified

Company Description

Experian is a global data and technology company that powers opportunities for people and businesses worldwide. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics, and software. We also assist millions of people to work towards their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data. As an FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Position Overview

Reporting to the Sr. Director of Quality Assurance, we are looking for a dynamic and experienced Manager of Technical Account Managers to lead our team of TAMs in delivering exceptional service and strategic guidance to our enterprise customers. This role is ideal for a leader who excels at the intersection of technology and business and has experience mentoring technical professionals, driving customer success, and scaling processes.

Responsibilities

Team Leadership & Development

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

Implementations, Customer Success & Relationship Management

  • 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).

Travel: Needs to travel 10%.

Qualifications

  • 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.

Additional Information

Benefits/Perks

  • 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.

Experian Culture

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people's agenda very seriously and focus on what matters: DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people-first approach is award-winning: Great Place To Work™ in 24 countries, FORTUNE Best Companies to Work, and Glassdoor Best Places to Work (globally 4.4 Stars), to name a few. Check out Experian Life on social media or our careers site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA.

Skills

Technical Account Management
Customer Success
Team Leadership
Process Improvement
Quality Assurance
Customer Relationship Management
Performance Management
Mentoring

Expedia

Travel booking platform for flights, hotels, rentals

About Expedia

Expedia Group operates in the travel industry, offering a wide range of services for travelers and travel-related businesses. It connects users with options for flights, hotels, car rentals, vacation packages, and activities through its various brands, including Expedia, Hotels.com, and Vrbo. Travelers can easily find and book trips that match their preferences and budgets. The company earns revenue primarily through commissions on bookings and advertising from travel service providers looking to promote their offerings. Additionally, Expedia Group supports its partners by providing access to valuable data and technology, helping them improve their operations and grow their businesses. The goal of Expedia Group is to create a seamless travel experience for users while maximizing the potential of its partners.

Bellevue, WashingtonHeadquarters
1996Year Founded
$3,277.3MTotal Funding
IPOCompany Stage
Consumer Goods, EntertainmentIndustries
10,001+Employees

Benefits

Competitive Paid Time Off
Travel Discounts
Healthcare Flexible Spending Accounts
Employee Assistance Program
Wellness & Travel Reimbursement
Workplace Accomodations
Medical, Dental, & Vision Insurance
Matching Gifts
New Parental Benefits

Risks

Riyadh Air's entry could increase competition, affecting Expedia's market share.
CFO transition may lead to strategic shifts impacting financial management and investor confidence.
Expedia's partnerships may strain resources, affecting service quality if not managed well.

Differentiation

Expedia offers a comprehensive suite of travel services under one platform.
The company leverages a diverse portfolio of brands like Hotels.com and Vrbo.
Expedia provides partners with valuable data and technology to optimize their offerings.

Upsides

Expedia can capitalize on the rise of 'workcations' with longer stay packages.
The trend of 'bleisure' travel offers opportunities for specialized leisure-business packages.
Increased demand for personalized travel experiences can enhance user engagement for Expedia.

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