Client Success Advisor

TransUnion • Chicago, IL

96d • $100,100 - $150,000 • Hybrid

About The Position

We are seeking a Client Success Consultant within the Global Fraud Solutions (GFS) team, as part of TransUnion's Global Solutions organization. This role will play a pivotal role in ensuring our Fraud customers achieve their desired outcomes and maximize the value of our solutions. This role focuses on post-sales activities, including, but not limited to, adoption, value realization, and renewals. The ideal candidate will possess strong relationship management skills, technical expertise, and a customer-centric mindset. TransUnion has been experiencing significant expansion in the last few years with entry into new product lines and markets, following key acquisitions and new product initiatives. The Global Fraud Solutions team in particular is a key strategic pillar for overall TransUnion growth across the globe. The team designs and manages solutions that span: verifying consumer identities, understanding digital interaction risk, securing digital channel experiences, and targeting fraud through fraud analytics. Our best-of-breed solutions leverage TransUnion's superior data and analytics, creating the opportunity for sustained global growth in this exciting, fast-paced space. The Global Fraud Solutions team is a dynamic team of individuals with diverse backgrounds working on some of the most cutting-edge, transformative projects for TransUnion. You will have the unique opportunity to work with Sales, Product, and Market leaders and customers on the most impactful problems they are facing in the Fraud space. This is a great opportunity for a smart, driven individual seeking to have high visibility and impact in their role.

Requirements

• Previous experience in fraud management/operations, software sales/customer success/or customer service, account management, consulting, and/or related fields is preferred
• Minimum bachelor's degree in business, marketing, engineering, or data science or related field is preferred
• 5+ years of relevant experience required
• Strong understanding of Fraud products and their applications in customer environments
• Experience with Salesforce and other customer success platforms a plus
• Exceptional verbal and written communication skills and interpersonal skills to build trust and rapport with customers and internal stakeholders
• Ability to understand client perspectives and align solutions to their business goals
• Critical thinking skills to monitor customer health and identify areas for improvement
• Proficiency in analyzing adoption metrics and customer feedback to drive actionable insights
• Ability to learn quickly and understand TransUnion's products and services, with the ability to provide light technical support
• Strong organizational abilities to manage multiple accounts and prioritize tasks effectively
• Experience in leading adoption status meetings and final 'go-live' sessions

Nice To Haves

• Experience in fraud management/operations
• Experience with Salesforce and other customer success platforms

Responsibilities

• Own and nurture customer relationships post-sale, ensuring satisfaction and long-term success
• Conduct goal-setting sessions with customers and oversee the implementation of solutions
• Ensure a cohesive client relationship that facilitates continued satisfaction and increased use of TransUnion fraud solutions
• Lead ongoing adoption and training initiatives, providing visibility into adoption progress and usage metrics
• Conduct proactive ad-hoc check-ins throughout the business relationship with clients as required
• Develop and execute comprehensive Customer Success Plans tailored to individual customer needs
• Organize and lead customer Quarterly or Monthly Business Reviews to demonstrate the value delivered to customers
• Collaborate with Sales teams to ensure a seamless hand-off from pre-sales to post-sales
• Share best practices, industry insights, and analytics to inform client use
• Work closely with the Data Science team to mine our performance information and spot emerging threats in the market
• Work with Product teams to provide feedback on roadmap requirements and telemetry needs
• Partner with Operations, Data Science, and Technology teams to streamline implementations and resolve technical issues
• Develop and maintain strong relationships with customers to encourage loyalty and retention
• Identify and qualify expansion opportunities, generating leads for upsell and cross-sell initiatives
• Provide insights and perspectives on customer relationships to support renewal processes
• Maintain a 'renewal risk' assessment for each customer to ensure any early-warning signs are properly addressed
• Share early insights with clients on upcoming new products and releases
• Provide high-level technical and product support, addressing any issues or concerns customers may have
• Advocate for customers by addressing their concerns and ensuring their voices are heard across the organization as needed
• Engage with the user community to foster relationships and gather feedback/voice of customer for continuous product and service improvements

Benefits

• Flexible time off for exempt associates
• Paid time off for non-exempt associates
• Up to 12 paid holidays per year
• Health benefits (including medical, dental, and vision plan options and health spending accounts)
• Mental health support
• Disability benefits
• Up to 12 weeks of paid parental leave
• Adoption assistance
• Fertility planning coverage
• Legal benefits
• Long-term care insurance
• Commuter benefits
• Tuition reimbursement
• Charity gift matching
• Employee stock purchase plan
• 401(k) retirement savings with employer match
• Access to TransUnion's Employee Resource Groups

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Administrative and Support Services
• Education Level: Bachelor's degree