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Customer Service
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191314 Requisition #

The Customer Success Team works closely with Data Management customers to understand their existing Experian data quality (EDQ) solutions and business needs while proactively driving the adoption of their data management solutions. Customer Success Managers (CSMs) work closely with teams across EDQ through all stages of the customer lifecycle to advocate for the customer and provide an excellent customer experience. CSMs work to capture the voice of the customer across EDQ North America to create a clear picture of customer health and drive initiatives to ensure customer needs are being considered and met.

Specific areas of responsibility include:

• Manage the customer journey for new Data Management clients, including onboarding, implementation, and full adoption, to achieve client success criteria.
• Ensure mature clients are fully utilizing their Data Management solutions and are achieving their business goals.
• Work alongside Sales, Professional Services, Support and other EDQ teams to ensure the EDQ’s Data Management customers have a seamless customer experience.
• Triage customer questions and ensure issues are documented and routed to the appropriate EDQ team to best meet the customer’s needs.
• Collaborate with the Global Product Organization to ensure customer needs are being captured and prioritized in product development release cycles.
• Track and monitor overall EDQ customer health through the collection of surveys and the analysis of Salesforce metrics to better understand key opportunities and competencies.
• Identify customers whose stories align with Sales and Marketing strategies, who could act as customer references to drive customer engagement and additional revenue.
• Leverage knowledge of EDQ’s product suite to identify product and services sales opportunities, as well as potential renewal risks, within the existing customer base.

Qualifications

The ideal candidate will be intelligent, analytical, well presented, process-oriented, organized, articulate and confident. Prior project management and/or account management experience is strongly preferred.


Other requirements include:

• Bachelor’s degree
• Excellent written, verbal, and phone communication skills
• 2 years of customer-facing project management or account management experience
• Willing to work non-standard business hours as required
• Ability to occasionally travel to customer sites in North America
• A full and valid driver's license and must be eligible to work in the United States





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