Customer Success Manager

The Customer Success Manager plays a crucial role in ensuring that customers achieve their desired outcomes while using a company's products or services. In this role you will manage customer onboarding, act as a spokesperson for our organization, assist the customer, organize and guide periodically the services review to the Clients, propose new services for cross-selling, facilitate contact with customer support and operation and represent the customer's needs within the company. You will report to the Operations Service Director.

Responsibilities:

· You will guide new customers through the setup process and ensure they understand how to use the product and guide the necessary integrations with their existing tech stack.

· You will develop relationships with customers, being their main contact.

· You will work to define metrics, KPIs and tools to monitor and improve services quality

· You will monitor service production performances per customer and at market level, spotting potential issues and improvement areas

· You will provide ongoing support and address any issues or concern customers may have.

· You will monitor issues reported by customers for the target services identifying potential incidents and problems

· You will work closely with Operation, Delivery, Customer Support and Sales teams to identify, handle and address customer issues and requests

· You will work closely with third parties and partners that are providing subservices to identify, handle and address customer issues, requests and suggest improvements

· You will organize periodical service reviews per customer focusing on preparing dedicated reports on performances, SLAs, open issues and potential improvements

· You will gather and analyze customer feedback to improve the product and customer experience.

· You will identify opportunities to introduce additional products or services that may benefit the customer.

· You will represent the customers’ needs and interests within the company to ensure they are met.

· You will monitor and report on measurements related to customer success, such as customer satisfaction and retention rates123.

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.

· +5 years experience in customer success or service management positions preferably within companies offering Saas services

· Open minded, lateral thinker in finding solutions

· Customer facing with interactions with stakeholders with different backgrounds (IT, operation, business, security)

· Problem solving and interpersonal skills

· Ability to work under pressure as a team player

· Familiarity with complex API based solutions and architectures

· Ability to explain technical concepts to non-technical users.

· Analyze customer data and feedback to spot potential issues and guide improvements.

· Manage multiple customer accounts and tasks

· English/Italian fluent

What you will get:

• Work environment - excellent work conditions with friendly environment, recognized team spirit, and fun and quality recreation time.
• Social benefits package including life insurance, food vouchers, additional health insurance for you and a family member, monthly flex allowance including internet bill coverage, sick leave allowance, corporate discounts, marriage and childbirth / adoption allowance, Multisport card, Sharesave plan, Employee assistance program, а birthday gift and many more!
• Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in social responsibility events.
• Opportunity for flexible working hours and home office.
• Personal Development - career pathways for professional growth supported by learning and development programmes and unlimited access to online educational training courses, learning materials & books.

Experian is an Equal opportunity employer. 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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