The Client Success Manager (CSM) plays a key role in ensuring customer satisfaction and fostering long-term client relationships at Experian. In this remote position, you will act as the primary point of contact for existing clients, delivering strategic guidance, driving adoption of Experian's solutions, and collaborating across internal teams to deliver measurable value and ROI.
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.
What We're Looking For
- Mastery of the solutions that Experian offers.
- Ability to provide technical and business consulting expertise on complex Experian projects.
- Responsibility to work with sales, product, and delivery team members.
- Ability to identify client needs.
- Ability to explain technical and functional aspects of any products and services being offered.
- Ability to manage internal processes essential for a successful client engagement.
Team & Environment
Reports to the Director of Client Success. Team size and structure details are not specified.
Work Mode
This is a remote position with global work flexibility.
Experian is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
