Client Success Manager - Remote

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 accomplish 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.

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.

Main 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.

Qualifications:

• 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.

Preferred Certifications:

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

Perks

• Paid time off
• 401K with a 4% company match with immediate vesting.
• Comprehensive health, dental, and vision plans.
• 5 sick days each calendar year.
• 12 paid company holidays and 2 paid volunteer days.

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, engagement, collaboration, wellness, reward and recognition, volunteering... the list goes on. Experian's people first approach is award-winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) 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 a critical 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, color, 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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