Client Success Manager, Fraud (Remote)

Experian

8d • Remote

About The Position

The Client Success Manager (CSM) plays a pivotal role in ensuring customer satisfaction and driving long-term relationships. The CSM will work with customers to understand their needs, identify opportunities for growth, and provide strategic guidance. You will have responsibility to work with sales, product, and delivery team members. Your tasks will include identifying client needs, explaining technical and functional aspects of any products and services being offered, and managing internal processes essential for a successful client engagement. You will have mastery of the solutions that Experian offers and provide technical and business consulting expertise on complex Experian projects. What you'll do: Cultivate partnerships with clients by understanding their goals. Be the primary contact for existing solutions, providing strategic guidance and tailored solutions. Drive customer adoption and satisfaction by delivering value and mitigating churn risks. Be the trusted advisor, collaborating on roadmaps to achieve desired outcomes and ROI. Identify growth opportunities and work with clients and sales to accelerate expansion initiatives. Collaborate internally to provide recommendations and guidance. Represent customer interests and foster teamwork within Experian, providing valuable feedback to drive improvements across sales, services, and product teams. Monitor customer health metrics and KPIs to address risks and opportunities. Generate monthly reports on customer status, risks, and expansion potential. Conduct or coordinate post-implementation training sessions and provide resources to ensure clients fully leverage the Experian solutions. Collaborate with customer stakeholders to facilitate successful adoption. Deliver client support by managing issue resolution and handling escalations. Collaborate with members across different teams balancing priorities by bringing the right people to the table, handling issues and identifying opportunities You will report to the Director of Client Success

Requirements

• Bachelor's Degree or equivalent work experience.
• 5+ years experience using fraud or authentication tools.
• Expertise in fraud and authentication solutions, with knowledge of Experian's products and services and those of competitors.
• Knowledge of regulations relating to the use of data for fraud and authentication purposes (both FCRA and GLB).
• Experience managing and growing enterprise-level accounts.
• Proficiency in developing high-quality, client-facing presentations and materials.
• Experience working as part of an integrated sales team.
• Knowledge of the industry and how data, software, and analytics can transform your customer's business.
• Ability to travel for external and internal meetings.

Responsibilities

• Cultivate partnerships with clients by understanding their goals.
• Be the primary contact for existing solutions, providing strategic guidance and tailored solutions.
• Drive customer adoption and satisfaction by delivering value and mitigating churn risks.
• Be the trusted advisor, collaborating on roadmaps to achieve desired outcomes and ROI.
• Identify growth opportunities and work with clients and sales to accelerate expansion initiatives.
• Collaborate internally to provide recommendations and guidance.
• Represent customer interests and foster teamwork within Experian, providing valuable feedback to drive improvements across sales, services, and product teams.
• Monitor customer health metrics and KPIs to address risks and opportunities.
• Generate monthly reports on customer status, risks, and expansion potential.
• Conduct or coordinate post-implementation training sessions and provide resources to ensure clients fully leverage the Experian solutions.
• Collaborate with customer stakeholders to facilitate successful adoption.
• Deliver client support by managing issue resolution and handling escalations.
• Collaborate with members across different teams balancing priorities by bringing the right people to the table, handling issues and identifying opportunities

Benefits

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level