Client Success Manager

hace 3 semanas

San Francisco, Heredia, Costa Rica Experian A tiempo completo
Company Description

Experian is the world's leading global information services company. During life's big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.


We have 23,000 people operating across 44 countries and every day we're investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.


Job Description:

We are searching for a Client Success Manager to join our Preferred Client Success Team.

Primary responsibilities include:

  • Develops a high performing team, with clear progression and succession plan including periodical review of process documentation, promoting a crosstraining plan that allows worklife balance and business continuity.
  • Accomplishes HR objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; employees; communicates objectives and follows up; evaluates performance and recommends actions related to all his/her direct reports.
  • Assists in the development of learning action plans for subordinate staff to ensure employee needs for product knowledge and job skills are met.
  • May provide input on personnel actions (e.g. staffing, terminations, objective setting, performance and salary reviews, and disciplinary actions.)
  • Delivers consistent and improving trends on KPIs.
  • Proactively takes opportunities to improve knowledge and skills and is constantly working on ways to cascade this knowledge to their team members.
  • Ownership and accountability of managing all requests by the Preferred Sales team by forging strong client relationships and limiting revenue loss/account risk.
  • Maintain a master tracker of assignments across all Preferred Sales to ensure proactive awareness and engagement of escalations to all other BU's and Internal team partners.
  • Interacts and communicates effectively with counterparts on site and remotely.
  • Activities should include scheduling client meetings (as needed), regular communications with sales, assessing and communicating gaps/risks and plans to mitigate, and helping to evolve the client success team.
  • Proactively manages the state of the client's issues and requests.
  • Receive updates from support teams, sales teams, and delivery, and communicate as needed to executive teams.
  • Completes special projects as needed.

As a successful team member, you
should possess the following skills and aptitude:

  • Continuously advocates for process improvements (Empower), automation initiatives, enhanced controls and process standardization and considers benefit for teams within Preferred Client Success team for broader impact.
  • Ensures client expectations regarding quality control, deadlines and customer service are met.
  • Be comfortable creating strong relationships with client executives and client teams that use Experian solutions.
  • Demonstrate a knowledge of Experian products and client requirements to act as a valued, consultative partner with sales and the client in resolution of their request.
  • Proactively lead and drive client discussions with internal teams (Client Care, Credentialing, Sales Operations, and Product Management) as appropriate to ensure that client expectations are met and exceeded.
  • Positively represent the company in a professional manner always.

Qualifications:

  • High degree of familiarity with Experian cross BU product offerings (DA, CIS and BIS) and working knowledge of onboarding, credentialing, implementation to include internal routing knowhow.
  • Minimum 35 years' experience in similar roles
  • Ability to work in fastpaced, deadlineoriented, growing group with high expectations.
  • Ability to provide direction, guidance and work collectively with team members.
  • Must be fluent in English.
  • Self
- starter with ability to think strategically and respond tactically.

  • Passion for driving results and ensuring client satisfaction.
  • Good organizational, outstanding collaboration and time management skills.
  • Able to perform job functions with minimum supervision.
  • Experience managing teams and developing resources.
  • Excellent sales skills.
  • Exceptionally good clear communication of instructions and information down the line
  • Strong work standards, impeccable integrity and ethics
  • Willingness to travel (roughly 10%)
  • Location remotely and willing to work on site ocassionally with the rest of the team.
Additional Information

Experian Careers - Creating a better tomorrow together

Our benefits include:
Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan

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