Client Success Manager

1 month ago

Leeds, Leeds, United Kingdom TransUnion LLC Full time

About the Role

We are seeking a skilled Client Success Manager to join our team at TransUnion LLC. This role is responsible for delivering high-quality account management for our clients, serving as the primary point of contact between the client and internal business units.

The ideal candidate will have excellent communication skills, be able to make effective contact with clients, and possess empathy to proactively manage customer concerns and issues while building strong relationships internally and externally.

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.
  • Educate Customers and Improve Customer 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: 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.

Required Skills and Qualifications

  • 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 aid of 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.
  • Organizational Skills: Good project and time management skills to manage numerous customer and internal stakeholder touchpoints.
  • 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.

Benefits

  • 26 days' annual leave + bank holidays (increasing with service)
  • Global 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
  • Private healthcare + a variety of physical, mental, and financial fitness wellbeing programmes
  • Access to our diversity forums and communities so you can get involved in causes close to your heart

About Us

At TransUnion, we're committed to fostering an inclusive and diverse workplace where all individual 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.

Salary: £45,000 - £55,000 per annum, depending on experience

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