Customer Success Manager

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 realize 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.

We are currently looking for a Customer Success Manager to join our Data Quality Customer Success team, focused on the retention of existing client revenue and identification of business development opportunities within their client portfolio. This is a brilliant opportunity for someone with previous B2B experience working with SME and Mid Market clients to develop their career at an innovative, growing FTSE 50 organisation. 

As the Data Quality arm of Experian, we help companies understand, manage and improve the quality of their data. Through a combination of best-in-class technology and industry-leading reference data, underpinned by world-class expertise, Experian Data Quality supports clients across all sectors to harness the power of their data. You will be the main point of contact for existing clients within your portfolio and you will be responsible for maintaining the existing revenue for our Experian Validation Solutions and our Data Management solutions. You will focus on securing high levels of on-time business, identifying cross-sell/upsell opportunities and delivering excellent customer service.

Specific areas of focus within your role will be:

• Delivering and exceeding your retention and on-time business targets.
• Forecasting on a rolling 3 month basis and delivering against forecast accuracy expectations. 
• Building and maintaining relationships with key stakeholders at client organisations, including executives, decision makers and end users, through email, telephone and face-to-face meetings.
• Understanding a client’s business objectives and challenges, developing tailored account plans to address their needs.
• Articulating product value: understanding and confidently communicating the features, benefits and unique selling points of Experian’s Data Validation & Data Management solutions, and how these deliver value for your clients. 
• Uncovering cross-sell/upsell opportunities within your portfolio by conducting effective client meetings aimed at identifying customer needs and pain points. 
• Collaborating with colleagues in the EDQ business unit to deliver customer satisfaction and revenue growth.
• Extensive use of Salesforce CRM to support your client engagement and manage your daily activity.
• Identifying, recording and proactively managing potential renewal risks to achieve your risk retention target.
• Leading the resolution of any client issues.
• Contributing to EDQ’s NPS target. Act as a voice of the customer internally, providing feedback and insights to inform product development, marketing, and sales strategies. 
• Maintaining awareness of industry trends, best practices, and emerging technologies that could impact our clients and business.
• Supporting marketing initiatives by promoting relevant events to your clients and identifying potential case study opportunities.

We are looking for a proactive and self-motivated individual with 2-3 years’ experience achieving retention targets and identifying growth opportunities in an account management role. You must be able to understand and articulate product solutions and their value, and use your excellent communication and interpersonal skills to confidently build strong client relationships. The right candidate will take ownership of issue resolution. Possess strong problem solving skills and have a passion for delighting customers.

• 2+ years experience achieving retention targets and identifying growth opportunities in an account management role
• Ability to build and maintain strong relationships with key stakeholders at client organisations
• Experience managing a large portfolio of mid-market customer accounts
• Excellent communication, organization and problem-solving skills
• Proven track record of delivering exceptional customer service

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, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 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 an important 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, colour, 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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