Customer Success Manager

Summary

Join Experian as a Customer Success Manager and provide advanced support to customers, offering solutions to improve their unemployment metrics performance and create value realization. You will resolve customer complaints, provide information on claims metrics, maintain accurate records, handle escalated issues, conduct business reviews, and collaborate with other departments. This remote role requires 5+ years of customer service experience, in-depth knowledge of Unemployment Cost Management Services, and an Associate's degree or equivalent. Experian offers a comprehensive benefits package including 401k matching, health plans, paid time off, and various wellness programs.

Requirements

• 5+ years of customer service experience
• In-depth knowledge of the Unemployment Cost Management Services
• Associate's degree or equivalent experience

Responsibilities

• Resolve customer complaints and issues promptly
• Provide information on claims metrics, POA status, and other program enhancements
• Maintain accurate records of customer interactions
• Handle escalated customer issues and provide solutions
• Conduct semi-annual or quarterly business reviews in partnership with Relationship Manager
• Collaborate with other departments to resolve complex issues
• Follow up with our teams on client issues and deliver results to customer

Preferred Qualifications

• Analytical and problem-solving abilities
• Leadership and mentoring skills
• Proficiency in SalesForce, Excel (can perform complex functions) , PowerBI and other Customer Service tools
• Handle high-pressure situations

Benefits

• 401K with a 4% company match with immediate vesting
• Comprehensive health, dental, and vision plans
• Paid time off
• 5 sick days each calendar year
• 12 paid company holidays and 2 paid volunteer days
• Wellness plans, online discounts, employee discounts, pet insurance, employee stock purchase programs, and more
• This is a remote role