A successful Client Success Manager for Experian Verification Solutions will proactively build relationships, identify, and mitigate attrition risk, and expand client product adoption. The right candidate will be adept at successfully managing multiple priorities while proactively delighting customers in a fast-paced, dynamic environment. The role is predominantly client-facing while also working with our internal Implementation, Product, Solution Engineering, Sales, and Support teams.

We seek a candidate eager to join a start-up atmosphere, someone who is able to adapt readily, instill confidence in internal and external partners and drive results.

The Client Success Manager will be a detail-oriented self-starter who has demonstrated the ability to effectively manage and accurately prioritize a variety of tasks within a fast-paced B2B solutions-based environment. They will be a highly motivated individual who will disseminate critical program status and strategy to internal and external partners throughout the organization in the execution of their duties. Strong analytical, time management, problem-solving, and communication skills are essential.

What a successful candidate is

• Market Facing – externally focused with demonstrated client/partner engagement, joint strategy, and partnership development.
• Collaborator – strong partnering skills including with fellow team members, peers, key stake holders; able to build relationships & connect ideas across internal and external opportunities.
• Curious – willing to take risks, be bold, empowering, and tenacious, challenge traditional approaches, inquisitive with a penchant for seeking new opportunities.
• Determined – achievement oriented; optimistic about what can be; persistent, resilient to setbacks, seeks high levels of activity, fast-paced environment; demonstrates a fierce commitment to challenging status quo, a strong bias for action.

What you’ll be doing

• Own the overall relationship with assigned clients and establish a trusted and strategic advisor partnership to drive product value.
• Increase the rate of adoption and use of verification solution products with direct and indirect client sales engagements.
• Monitor key analytics and KPIs and present internal and customer-facing reports.
• Coordinate and execute client trainings and demos while collaborating with the on-boarding team to establish client hand-off.
• Become the internal voice of the customer by proactively working with cross-functional teams to channel client feedback and problems into enhancements and solutions.
• Provide compelling stories using program metrics and performance expectations, while presenting a vision of future success
• Contribute to a lifetime of revenue expansion and retention by identifying and addressing renewal risk and product adoption roadblocks.

What your background looks like

• 5-8 years of previous experience in a customer facing or customer service role.
• Income, Asset, and Employment Verifications industry experience preferred
• Sales and/or consulting experience desired.
• Ability to lead, manage or influence both internal resources as well as customer resources to achieve successful outcomes.
• Passion for customer success.
• Self-motivated, team-oriented, and a quick learner with a focus on exceeding client expectations.
• Possess that rare blend of persuasiveness, technical expertise, and forward-thinking wrapped in a strong customer-centric mentality.
• Strong analytical, problem-solving, and dot-connecting skills with the ability to develop quick, accurate situational awareness.
• A solution-oriented mindset to understand and solve complex customer issues.
• Strong communication skills - written and verbal - with an understanding of situational best practices.
• Ability to create structure in ambiguous situations and design effective processes.
• A bias for action.
• Bachelor’s degree or equivalent work experience preferred.

All your information will be kept confidential according to EEO guidelines.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and and it reflects what we believe. See our DEI work in action!

Please contact us at JobPostingInquiry@experian.com to request the salary range of this position (please include the exact Job Title as it reads above in your email). In addition to a competitive base salary and variable pay opportunity, Experian offers a comprehensive benefits package including health, life and disability insurance, generous paid time off including 12 company paid holidays and parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

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