Client Success Manager

Experian

4d•Remote

About The Position

About the Role: We are looking for a dynamic and empathetic Client Success Manager to join our team in the software, data and platforms industry. This role is important to ensuring our clients achieve their desired outcomes while promoting long-term strategic relationships. You will blend technical fluency with business acumen, being the internal voice of the client and driving collaboration to resolve complex challenges. You will report to the EVP of Client Experience.

Requirements

5+ years' experience with client success, account management, or consulting within the software/platforms industry.
Technical fluency in software platforms and IT environments.
Experience aligning client goals with business outcomes.
Bachelor's degree in Business Administration, Information Technology, or a related field.

Nice To Haves

Certified Customer Success Manager (CCSM) or equivalent.
ITIL Foundation Certification or equivalent.

Responsibilities

Client Relationship Management Build client relationships by aligning with customer goals and being their internal champion to achieve measurable outcomes
Demonstrate empathy and proactive engagement to understand the client needs.
Balance relationship-building with commercial outcomes to ensure mutual success.
You will be a strategic advisor to clients, helping them navigate our platform and maximize value.
Deliver proactive insights based on client priorities and product usage / support activity
Identify and qualify new growth opportunities, passing actionable leads to your Client Executive team for formal conversion
Capture 'voice of customer' arising from daily relationship and support requirements
Co-lead structured business reviews (e.g., QBRs/ABRs) with your Client Executive to showcase ROI, track progress, and align on strategic goals
Cross-Functional Collaboration Collaborate with sales, product, and support teams to ensure seamless client experiences.
Provide feedback to other teams to influence product roadmap and service enhancements.
Engage with sales, implementation, product, customer success, and production support engineers to understand how current state and future state may affect the Partner.
Accountable for onboarding and implementation, overseeing implementation PM to ensure effective delivery
Technical and Strategic Guidance Understand client IT environments and product configurations to guide solution adoption.
Translate technical capabilities into strategic growth for clients.
Stay informed on market trends and industry developments to tailor solutions that create relevance and new ideas.
Problem Solving and Issue Resolution Troubleshooting and Coordination: Lead troubleshooting efforts and coordinate across departments to resolve client issues.
Task Prioritization and Escalation Management: Prioritize tasks and manage escalations with urgency.
Consultation and Solutioning: Consult with the Partner on reported problems, identify, negotiate, and influence solutioning.
Problem Analysis and Solution Assessment: Unpack components of specific partner problems, assess proposed solutions, and ensure they will solve the problem.
Communication of Trade-offs: Communicate trade-offs internally and with the Partner on proposed solutions.
Project and Change Management Roadmap and Expectation Management: Manage the partner's roadmap, set and manage expectations, and influence upcoming work to ensure business case/Return on investment.
Progress Reporting and Communication: Report on completed work efforts and results, socialize progress updates internally and externally, and facilitate communication with the Partner regarding upcoming changes.
Issue Resolution and Escalation: Advocate to remove obstacles for stalled work, escalate to Senior Leadership often and early to ensure forward progress, and work with Customer Success Analyst teams to identify thematic problems.
Post-Sale Activity Oversight: Oversee the flow of post-sale activity for each product line and summarize operational data to keep tabs on clients flowing through the journey as expected (Implementation, Service, Billing).
Change Management: Implement Change Management internally and with the Partner.