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The Customer Success Manager (CSM) will work on a specific set of 30-80 accounts ensuring adoption and utilisation of Experian software and data. The CSM will be responsible for providing exceptional customer care resulting in the renewal of their Experian products and services.

Essential Duties and Responsibilities 
  • Analysing accounts to define risk, opportunity and security
  • Work closely customers to ensure adoption of Experian products and demonstrate ROI of solutions back to the customer through QBR meetings and Webex
  • Provide accurate forecasting for all renewals
  • Be the customer champion and main point of contact for customer queries using internal network to provide world-class customer care
  • Work with your customers to define a clear success plan for Experian solutions with defined KPIs and metrics 
  • Work with sales teams to identify and qualify opportunities for up and cross sell in account base
  • Target of minimum 90% individual & team retention
  • Regular contact to customers via. Telephone, meetings and WebEx
  • Understand and participate in performance management processes
  • Actively contribute to a culture where the fair treatment of customers is at the heart of the Experian business.  Take personal responsibility to ensure that you adhere to all regulatory requirements and apply appropriate controls in the interests of our customers.
Knowledge, Experience & Qualifications
  • Customer facing roles ideally in Customer Success, however strong Account Management or Customer Services experience will be considered
  • Complaint handling/ issue resolution
  • Strong communication, presentation and time management skills.
  • Working to a target and  forecasting over a 3 month time period
  • Strong verbal and written communication with impact
  • Contract negotiation and analysis

What’s on offer

 

We offer an attractive base salary, commission structure and a competitive reward package and actively encourage the expression of ideas and opinions. It’s all about you developing your role and making it your own. Our business offers a breadth of learning activities and programmes so it’s up to you to take the initiative and decide which skills you would like to improve or acquire.

 

Our diverse workforce is part of the reason for our success. We want everyone to succeed, irrespective of their gender, ethnicity, sexuality, experience, physical ability, age or thinking style. Our talent strategy reflects our commitment to searching the globe for the very best candidates so that we can innovate and deliver the needs of our increasingly diverse clients and consumers. Our progressive policies, such as flexible working hours, ensure that our employees can flourish no matter what their individual circumstance.

 

On top of your base salary, we offer:

  • Performance related bonus scheme
  • A car allowance/scheme
  • 25 days' annual leave (plus the ability to purchase 5 additional days)
  • Generous contributory pension
  • Opportunity to buy shares with the company share-save scheme
  • Life assurance
  • Medical and Dental cover
  • Retail discount schemes
  • 3 Community involvement days per annum

We also work with our colleagues to understand their long term career aspirations to ensure they have the career development and growth they need to achieve these goals. Through personalised career objectives and performance plans, we open up conversations on progression whether this is achieved through mentoring and coaching or classroom learning environments, we offer rewarding ways in which to learn.


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