Senior Client Success Manager

Summary

Join Experian as a Senior Client Success Manager (CSM) and cultivate strong client partnerships, ensuring customer satisfaction and driving long-term relationships. You will work closely with clients to understand their needs, identify growth opportunities, and provide strategic guidance. Collaborate with sales, product, and delivery teams to address client needs and manage internal processes for successful client engagement. Monitor customer health metrics and KPIs, create monthly reports, and conduct training sessions to ensure clients effectively utilize Experian solutions. This role requires strong problem-solving, analytical, and project management skills, along with proficiency in client-facing presentations. Minimal travel is required, and the position offers a flexible schedule with remote work options.

Requirements

• 5+ years of experience as a Client Success Manager, Account Manager, Sales Executive, or similar client-facing roles
• 3+ years of experience using fraud and authentication solutions or tools
• Knowledge of regulations relating to the use of data for fraud and authentication purposes (both FCRA and GLB)
• Problem-solving, analytical, and project management skills
• Proficiency in developing and delivering client-facing presentations and materials
• Bachelor's Degree or equivalent work experience

Responsibilities

• Cultivate partnerships with clients for existing solutions, providing strategic guidance and tailored solutions
• Guide customer adoption and satisfaction by delivering value and mitigating churn risks
• Be a trusted advisor, collaborating on roadmaps to achieve desired outcomes and ROI
• Identify growth opportunities and work with clients and sales team to accelerate expansion initiatives
• Represent customer interests and foster teamwork within Experian, providing valuable feedback to guide improvements across sales, services, and product teams
• Monitor customer health metrics and KPIs to address risks and opportunities; create monthly reports on customer status, risks, and expansion potential
• Conduct or coordinate post-implementation training sessions and provide resources to ensure clients use the Experian solutions
• Collaborate with customer stakeholders to facilitate successful adoption
• Demonstrate knowledge of typical fraud strategies and concerns in the marketplace
• Deliver client support by managing issue resolution and handling escalations

Preferred Qualifications

Knowledge of Experian's products and services and those of competitors

Benefits

• Great compensation package and bonus plan
• Core benefits including full medical, dental, vision, and matching 401K
• Flexible schedule, ability to work remotely, hybrid, or in-office
• Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays