Client Success Manager

hace 5 días


San Francisco, Heredia, Costa Rica Experian A tiempo completo

At Experian, we unlock the power of data to create more opportunities for consumers, businesses and society. As a Client Success Architect, you will work directly with customers, sales, and internal groups to manage Targeting support desk requests.

The Role Purpose is to assess customer needs, communicate with internal teams to complete the needed requests and close tickets in a timely fashion with satisfactory resolutions. You will be responsible for managing the tickets in full, foresee challenges, clarify customer needs, and provide status.

Main Job Functions include:

  • Setting up new ST accounts, Billing needs, prioritizing steps when necessary, and monitoring entire ticket resolution
  • Consulting with internal groups when needed to ensure complete ticket resolution
  • Being the primary contact point for customer both internal and external on entered tickets, as well as consultation to incorporate needed solutions
  • 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
  • Demonstrating ability to shift from one ticket to another, diagnosing problem, identifying necessary improvements, executing the resolution, and moving to the next ticket

You will interpret ticket specifications and utilize the most effective approach to produce the desired results accurately and efficiently. Additionally, you will promote teamwork by assisting team members and other teams as time permits, collaborate directly with other internal groups to successfully resolve the ticket to the client's satisfaction, own the ticket from inception to resolution, set up, configure, execute, and monitor for accuracy and completeness of all assigned tickets, manage time appropriately to ensure correct prioritization of client needs and tracks metrics for resolved tickets, monitor and report ticket progress and fully communicates status with team members and end users within client expectations, analyze tools, procedures, systems, making recommendations for new technology, especially in the File Transfer, API connection, and Targeting Billing arena, learn and understand new platforms to transition into new technologies, and have a strong attention to detail and organizational skills, excellent problem-solving and analytical skills, ability to work independently, ability to communicate fluently in English, basic project management skills, excellent multitasking capabilities, strong customer service skills, and detail-oriented.


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