Client Success Manager

Summary

Join Experian as a strategic client relationship professional, building and expanding long-term partnerships. Guide clients through the assessment, purchase, and implementation of Experian solutions, exceeding sales targets while collaborating with internal teams. Manage a portfolio of strategic accounts, ensuring seamless execution of contracted services and driving growth through renewals and upselling. Report to the Vice President of Sales and engage with senior leadership to support mission-critical plans. This remote, West Coast-based position requires frequent client communication, including travel. You will be responsible for meeting annual sales revenue targets and managing the sales pipeline. The role involves negotiating contracts, defining strategic account plans, and collaborating with internal and external partners.

Requirements

• BS/BA or equivalent experience
• Experience reaching and exceeding goals
• 5+ years sales experience within the stated industry or markets, including experience managing complex, mature, growing strategic client relationships
• Fluency in data, software and financial services solutions
• Demonstrated knowledge of data and analytics ecosystem
• Forge relationships with decision makers, senior executives across departments
• Present industry-specific customer insights to clients through quarterly business reviews and executive briefings
• Use customer service skills to grow and cultivating client relationships
• Ability to travel – approx. 50% of time

Responsibilities

• Manage existing customer relationships to increase adoption, use and growth of Experian's product's and services (Credit Services and Decision Analytics are core, but collaboration with other department solutions are equally important)
• Daily supporting of client's strategic plans to ensure execution of relevant Experian-supported projects and being the business liaison between the client and internal departments, including dedicated Project Management and Client Success Teams, to ensure client satisfaction and measurable Return on investment
• Educate clients on the latest Experian products and services relevant to customer-focused feedback and shared industry insight through ongoing sales consultation that uncovers latest challenges and offers data-driven recommendations. Partner with a team of subject matter experts, including sales consultants / engineers
• Communication with clients is frequent - includes weekly/monthly/quarterly status calls (virtual) with and travel to client locations
• Together with Client Executive partner: Full responsibility for meeting annual sales revenue targets, driven through client renewals and organic growth of existing accounts through cross-sell / up-sell activities
• Manage sales pipeline (Salesforce), revenue tracking and forecasting to support team weekly, monthly quarterly and annual vertical/territory/account planning and associated financial reporting
• Negotiate complex client contracts for both standard and custom Experian products and services
• Define and own strategic account plans to unlock investments focused on client's evolving goals
• Research and reach assigned client organizations to drive alignment through executive and daily influencers to meet dynamic strategic account plans
• Collaborate with internal and external partners to structure operational and strategic plans
• Partnering with team members, including Consulting and Client Support Teams, collaborate to ensure scoping, pricing, contracting, execution and support of both standard and custom projects
• Work with Client Support Teams, Product Management and Marketing personnel to ensure ongoing "Voice of Customer" (VOC) feedback and ongoing product and service education is maintained across portfolio
• Work with wide range of internal groups - Operations, Legal, Compliance and Finance
• Develop relationships through communication with external and company partners
• Create compelling presentations referencing relevant market trends, best practices and case studies

Benefits

• Lucrative overachievement plan
• Experian Elite – Annual trip for Top Performers
• 15 days of vacation accrual annually, five sick days, two volunteer days
• Wellness plans, online discounts, employee discounts, pet insurance and more
• Employee stock purchase program and 401K matching and immediate vesting
• Fully remote role