Client Manager

TransUnion's Job Applicant Privacy Notice

What We'll Bring:

TransUnion UK provides the data, analytics and software that enable businesses to build more valuable customer relationships. We specialise in managing consumer data for businesses across every sector. We focus on developing innovative products and services that help businesses make smarter and more informed decisions throughout the customer lifecycle. We are TransUnion and we believe in Information for Good.

What You'll Bring:

The Client Manager is responsible for delivering high quality account management for their portfolio of clients, as the key interface between the Client and the internal business units within TU.

This role assists customers in getting their desired outcomes when using TransUnion's products and solutions. The client experience function is responsible for delivering the following outcomes

• Responsible for improving user onboarding time and experience
• Facilitating product adoption through established relationships
• Increase customer retention through relationship focused client management
• Increase customer satisfaction through product adoption and post adoption support

Key Responsibilities

• Churn management and customer retention: Gather data points to prevent churn through proactive engagement, anticipating the customer's needs and solving problems before they happen, ultimately increasing customer retention.
• Minimal viable onboarding: Guide users towards the minimal viable onboarding path for products and solutions by removing identified friction points and enabling earlier product activation. These include identifying and owning customer SLA requirements against delivery capability
• Educate customers and improve customer experience: Provide dedicated focus to personalise the customers path to activation and success. Identify opportunities for ongoing product education to drive adoption of new features when available.
• Customer feedback loop: Active and passive customer feedback collection. Identification of user friction, customer satisfaction and understanding of attrition levers to feedback into the business for improvement
• Customer needs: proactively liaise with the sales teams and account managers to gain an understanding of customer needs, intended use and objectives for product usage and joint ownership with account managers for customer success journeys. In doing so this will drive retention, growth and highest NPS score possible.
• Project management: post-sale project management of deliverables to the customer including customer usage reports and analysis, issue/query resolution, troubleshooting and client onboarding engagements
• Delivery: Takes ownership of the Client Management & TU Business goals, independently delivering and executing against these, to promote and develop yourself, in order to provide expert management of the client base.

Skills & Experience:

• Strong communication skills: Ability to make effective contact with clients and users. Empathy to pro-actively manage customer concerns and issues while building strong relationships internally & externally to persuasively communicate ideas, handle customer frustration and dissatisfaction. Being able to demonstrate real-time insight, flexibility and sound judgement across the engagement model.
• Technical skills: Experience with Salesforce to use and analyse data points in the aid of crafting customer success journeys. General level of product knowledge within the credit consumer life cycle. Must have a sound working knowledge of software applications such as Microsoft Excel, Word, PowerPoint, and Visio
• Problem-Solving: Strong problem solving and critical thinking skills are needed to break down complex situations with the ability to spot and resolve customer issues effectively. Required for Client and Internal interaction, this will involve resolving any possible areas of conflict by being strategic-minded, taking information from multiple sources and formulate an overall solution or decision to resolve problems, giving appropriate direction to clients or TU associates as required.
• O rganizational skills: Good project and time management skills to manage numerous customer and internal stakeholder touch points
• Continuous learning ability: Showcases experience in being adaptable and willing to learn new skills
• Industry knowledge: Requires a strong background in credit reporting or related industry, typically with 3 or more years' in-depth experience.

Impact You'll Make:

At TransUnion you will be joining a friendly, forward thinking global business.

W e're happy to talk flexible working . We operate a hybrid model allowing you to explore the balance of work and hours from home and/ or from our offices in Leeds or London .

• 26 days' annual leave + bank holidays (increasing with service)
• G lobal paid wellness days off + a bonus day off to celebrate your birthday
• A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan
• P rivate health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

TransUnion – a place to grow:

If there's something on the list of essential / desirable skills that you can't quite tick off, don't let that put you off applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful.

We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together

Flexibility at TU:

We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we've set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don't let this stop you from applying. Let us know if you're looking for a part time or flexible working arrangement and we can discuss this with you.

Additional support:

At TransUnion, we're committed to fostering an inclusive and diverse workplace where all individual's talents and perspectives are valued. When you apply for a position with us, you're not just joining a team, you're becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs , which is why we offer a range of reasonable adjustments to our recruitment process. Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting

Interview & Hiring Process

Most of our recruitment processes are virtual, so you'll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview your recruiter will inform you of this.

We do not accept any unsolicited CV's from recruitment agencies. If you are a recruitment agency on our PSL our talent team will contact you directly should we require any assistance .

We do not accept any unsolicited CV's from recruitment agencies. If you are a recruitment agency on our PSL our talent team will contact you directly should we require any assistance .

#LI-Hybrid

Find out more about Life At TU UK:

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnion Job Title

Lead, Customer Support Operations

TransUnion is a global information and insights company with over 12,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace.

We do this with a Tru picture of each person: an actionable view of consumers, stewarded with care.

Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics.

As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world.

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