Customer Success Strategist

hace 3 días


San Francisco, Heredia, Costa Rica Experian A tiempo completo

At Experian, we are the world's leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society.

We strive to be an Equal Opportunity and Affirmative Action employer, creating a thriving, inclusive and diverse team where people love their work and love working together.

The Customer Success Strategist works directly with customers, sales, and internal groups to manage Targeting support desk requests. This role requires assessing customer needs, communicating with internal teams to complete the needed requests and close tickets in a timely fashion with satisfactory resolutions.

This includes setting up new ST accounts, billing needs, prioritizing steps when necessary, and monitoring entire ticket resolution. The ideal candidate will consult with internal groups when needed to ensure complete ticket resolution.

The primary contact point for customers both internally and externally on entered tickets, as well as consultation to incorporate needed solutions, is a key responsibility of this role. Additionally, assisting management when necessary for specific role or ticket questions or issues, identifying opportunities to improve existing methodology, drafting a plan, reviewing with Management, following through on execution, and departmental rollout.

Promoting teamwork by assisting team members and other teams as time permits, collaborating directly with other internal groups to successfully resolve the ticket to the client's satisfaction, owning the ticket from inception to resolution, and sets up, configures, executes, and monitors for accuracy and completeness of all assigned tickets.

Effective time management is essential to ensure correct prioritization of client needs and tracking metrics for resolved tickets. Monitoring and reporting ticket progress and fully communicates status with team members and end users within client expectations.

Analyzing tools, procedures, systems, making recommendations for new technology, especially in the File Transfer, API connection, and Targeting Billing arena. A strong understanding of Smart Automation Technologies (RPA, RDA, Chatbot, Power Apps, etc.) is also required.

A minimum of 2 years' experience in Marketing or with Agency preferred. Strong PC skills in MS Office, technical Bachelor's degree or Marketing degree in progress or complete. Excellent problem-solving and analytical skills, ability to work independently, communicate fluently in English, basic project management skills, excellent multitasking capabilities, strong customer service skills, detail-oriented.



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