Customer Success Advocate
3 weeks ago
We are seeking a highly skilled Client Manager to join our team at TransUnion LLC. As a Client Manager, you will be responsible for delivering high-quality account management for your portfolio of clients, serving as the key interface between the client and our internal business units.
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.
- Customer Education and Experience: Provide dedicated focus to personalize the customer's path to activation and success, identifying 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 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.
- 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: Take 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.
- Strong Communication Skills: Ability to make effective contact with clients and users, empathy to proactively manage customer concerns and issues while building strong relationships internally and externally.
- Technical Skills: Experience with Salesforce to use and analyze data points in the aid of crafting customer success journeys, general level of product knowledge within the credit consumer life cycle.
- Problem-Solving: Strong problem-solving and critical thinking skills to break down complex situations, spot and resolve customer issues effectively.
- Organizational Skills: Good project and time management skills to manage numerous customer and internal stakeholder touch points.
- Continuous Learning Ability: Showcase 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.
At TransUnion LLC, we're committed to fostering an inclusive and diverse workplace where all individual talents and perspectives are valued. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process.
We're happy to talk flexible working, and we operate a hybrid model allowing you to explore the balance of work and hours from home and/or from our offices. We offer a range of benefits, including 26 days' annual leave, global paid wellness days off, a generous contributory pension scheme, and access to our diversity forums and communities.
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