TransUnion is looking for a SaaS Customer Experience Consultant to join our team. In this remote role, you will own first-line support for day-to-day operational and technical questions, playing a key part in ensuring our global fraud and identity solutions meet performance and service standards.

What You'll Do

Own first-line support for day-to-day operational and technical questions for standard support customers.
Ensure global solutions perform to stated SLA standards by assessing service statistics and preparing detailed reports.
Manage and track issues to ensure accurate and complete resolution.
Provide expertise across fraud and identity platforms and services to identify creative and efficient solutions.
Inspire customer confidence through timely and reliable communication and project management.
Lead and deliver customer initiatives and manage all phases of a customer project lifecycle for successful delivery.
Respond to customer tickets within department service level agreements.
Help protect the core value of the relationship and identify strong opportunities to communicate to sales to grow the business.
Represent the voice of the customer to inform the sales process and product roadmap to drive solution and feature innovations.
Provide operational support for customers under your management for all issues related to platforms and solutions.
Actively seek responsibility and take pride in delivering the highest quality results and recommendations.
Effectively integrate, motivate and build relationships with cross-functional team members, sponsors, key stakeholders, executives and other individuals or organizations.

What We're Looking For

Bachelor’s degree in business, finance or computer science or the equivalent.
3+ years consultancy, project management, implementation management and/or fraud management experience.
Demonstrated ability to identify opportunities and challenges; consult with the customer to develop solutions.
Effective customer-service orientation and relationship-building skills.
Ability to multi-task in a fast-paced environment, and balance thought with action while getting the most out of limited resources.
Exceptional analytical and quantitative skills and ability to structure analyses to form data-driven solutions to ambiguous customer challenges.
Flexible work hours to accommodate special meeting requests, trainings and demonstrations for customers in different time zones.
Advanced skills with MS Word, Excel, and PowerPoint.
Ability to communicate complex ideas effectively – both verbally and in writing in English throughout all levels of an organization.
Ability to effectively work with remote teams.
Availability for some overnight travel and on call rotation.
Ability to make decisions guided by policies, procedures and business plans with limited guidance.