Client Manager

2 months ago

Leeds, Leeds, United Kingdom TransUnion LLC Full time
About the Role

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 exceptional account management services to our clients, serving as the primary point of contact between our clients and internal business units.

Key Responsibilities
  • Churn Management and Customer Retention: Proactively engage with clients to prevent churn, anticipate their needs, and resolve issues before they escalate, ultimately increasing customer retention.
  • Minimal Viable Onboarding: Guide clients through the minimal viable onboarding path for our products and solutions, removing identified friction points and enabling earlier product activation.
  • Customer Education and Experience: Provide dedicated focus to personalize the client's path to activation and success, identifying opportunities for ongoing product education to drive adoption of new features.
  • Customer Feedback Loop: Collect active and passive customer feedback, identifying user friction, customer satisfaction, and understanding of attrition levers to inform business improvements.
  • Customer Needs: Proactively liaise with sales teams and account managers to gain an understanding of client needs, intended use, and objectives for product usage, driving retention, growth, and highest NPS score possible.
  • Project Management: Post-sale project management of deliverables to clients, including customer usage reports and analysis, issue/query resolution, troubleshooting, and client onboarding engagements.
  • Delivery: Take ownership of Client Management & TU Business goals, independently delivering and executing against these to promote and develop yourself, providing expert management of the client base.
Requirements
  • Strong Communication Skills: Ability to make effective contact with clients and users, empathy to proactively manage customer concerns and issues, and build strong relationships internally and externally.
  • Technical Skills: Experience with Salesforce to use and analyze data points in crafting customer success journeys, general level of product knowledge within the credit consumer life cycle, and sound working knowledge of software applications such as Microsoft Excel, Word, PowerPoint, and Visio.
  • Problem-Solving: Strong problem-solving and critical thinking skills to break down complex situations, spot and resolve customer issues effectively, and resolve any possible areas of conflict.
  • Organizational Skills: Good project and time management skills to manage numerous client 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.
About Us

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. If you require any reasonable adjustments to help you through the application process or to attend an interview with us, please let us know.

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. We're happy to talk flexible working and offer a range of benefits, including 26 days' annual leave + bank holidays (increasing with service), global paid wellness days off, a generous contributory pension scheme, private healthcare, and access to our diversity forums and communities.

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