Senior Customer Success Manager – Data Quality

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.

We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.

We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

This is an exciting and fast-paced client facing opportunity within our growing Data Quality business. Experian places clients and consumers at the heart of everything we do. We help them to make the most of their data and realise their ambitions by enabling quicker, smarter decisions using our technology, data, analytics and expertise.

 

Our Customer Success team play an integral part in maintaining and growing our clients across ANZ. They advise and guide a wide variety of clients who are using Experian products, from the point of sale onward. They ensure our clients adopt our data and solutions widely within their business and are continually driving additional value. Our CSM’s build genuine and authentic relationships with our clients by working strategically in partnership to discover their business needs and challenges. They facilitate training and workshops to ensure clients understand how their solutions those challenges and have regular correspondence with the business stakeholders to ensure that value and expansion is being driven.

 

What you’ll need to bring to the party

-         Authenticity, to build genuine and productive relationships with our clients by working strategically to discover their business needs and challenges

-         Confidence and strong interpersonal skills to ensure clients understand how Experian technology, data and expertise can solve their challenges and help them achieve value and drive user adoption

-         You’ll demonstrate 5 key attributes: executive presence, commercial acumen, drive, client centric mentality and a strong cultural fit to Experian

What you’ll be doing

-         Relationship Management: Build and maintain strong, long term partnerships with key clients

-         Strategic success planning – Develop tailored success plans aligned to the customer goals and business outcomes

-         Become a Trusted Advisor for our clients and the Voice of our Customer across the different teams within Experian.

-         Increase and track adoption of Experian Data Quality solution including the expansion of use cases through expanded networking within your accounts.

-         Executive communication: present business reviews and success metrics to senior stakeholders

-         Strong commercial focus on retention and growth

-         Risk Management: Identify potential churn and implement mitigation strategies and action plans.

-         Develop a trusted advisor relationship with key stakeholders and exec sponsors

Advocacy and feedback: Champion customer needs internally and encourage advocacy through case studies and references.

More about you

-         Experience: 5+ years in Customer Success, Account Management or client facing roles.

-         Industry Knowledge: Background in SaaS, Data Management, Technology or enterprise solutions preferred

-         Proficiency in using a CRM platform (such as Salesforce) and Microsoft Office (PowerPoint and Excel)

-         Strong experience solving enterprise technology and data challenges

-         Growth mindset, curious and eager to learn in a fast-paced environment

-         Proven record of over-achievement and exceeding expectations with advanced negotiation skills

-         Excellent organisation, project management and time management skills

-         Leadership/mentorship: Experience mentoring junior team members and contributing to team development

-         Growth mindset, curious and eager to learn in a fast-paced environment

-         Subject Matter Expertise ‘Nice to have’: Enterprise Data Management understanding, Prior experience with clients in Banking & Financial Services

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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