Client Success Manager

A Client Success Manager is responsible to support an Account Manager or Account Managers on allocated client portfolios. The CSM will be the first point of contact regarding daily business needs and queries for internal and external stakeholders.  The CSM will work with the Account Managers and various departments to ensure clients requirements are met and usage of online systems is optimized to achieve revenue targets. The Client Success Manager’s role is an entry level into Experian EMAP sales. A successful candidate will have the opportunity to grow and take on increasing levels of responsibility within Experian’s client base.

1.      Support the Account Manager and maintain client satisfaction in achieving the overall business goals and objectives in revenue as determined by Management

·        Achieve monthly and annual targets set

·        Schedule internal and external meetings to ensure client needs are met.

·        Report on client engagement activities and record in SalesForce

·        Look for upsell opportunities during training sessions and allocate to respective account manager where necessary

·        Drive usage by constant engagement with clients through service calls, training sessions and training workshops strengthening our NPS engagements.

·        Ensure all risks or issues in client service are identified and brought to the attention of management

2.      Achieve minimum client retention targets as set by Management

·        Ensure the spend YTD is not less than 95% of spend YTD from the previous year for existing clients

·        Work to agreed sales and Account Management objectives to achieve sales plans

·        Be able to work to strengthen existing client base through relationship skills and good understanding of their needs

·        Monitor drops and increase in usage on a monthly basis

3.      Maintain accurate and up to date records of clients, contracts and other information using Salesforce

·        Identify contracts expiring within 3 months, notify Account Managers and engage with clients

·        Complete all necessary notes against client database on each call made.

4.      Events/Workshops

·        Assist/host credit education workshops as required.

·        Collaborate with clients to ensure good participation in events/ workshops/webinars/customer advisory boards.

Ensure NPS response rate and score improves year on year

• Matric and/or relevant tertiary education (Credit Management)

• Strong knowledge of business processes and sales process • Good excel skill

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.

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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