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Client Success Manager, Fraud Technical Lead

Experian is an Equal Opportunity Employer Job Number: 181380

Description

Experian is the leading global information services company that is powering opportunities to create a better world. We provide data, technology, consulting and analytical tools to our clients around the world. Businesses rely on us to manage risk, prevent fraud, automate decision-making, improve customer experience and reduce customer friction. In our quest to build a team of thought leaders in solving client business needs, we encourage talented and energetic professionals to apply.

We’re seeking a proven leader in the fraud industry to work with an existing portfolio of Experian clients leveraging our Fraud & Identity Solutions. The Client Success Manager, Fraud Technical Lead, provides ongoing proactive client engagement to ensure our clients effectively utilize our solutions and obtain maximum value. Will gain a thorough understanding of the customer’s business and use that knowledge to enhance the overall experience with Experian’s solutions. This role is viewed as a trusted strategic advisor to our clients and plays a critical role in customer retention and client satisfaction. A successful candidate will thrive in a fast-paced, results-oriented environment, creatively solve problems, think on his/her feet and be comfortable in situations working with multiple stakeholders.

Key Responsibilities:
  • Regular client facing engagement efforts to effectively understand client needs and solution performance.
  • Develop and maintain strong working relationships with Experian Sales Executives, Sales Engineers, Delivery, Technical and Product Support teams.
  • Acts as the customer’s advocate internally, recruiting and assembling teams across all areas of the business to meet client needs.
  • Conducts quarterly business reviews with each account to review and discuss product performance, KPI success, solution recommendations and present future roadmap capabilities.
  • Manages the customer relationship and serves as the primary point of contact post contract and implementation.
  • Communication with the customer to evaluate satisfaction, product performance and proactively identify upcoming needs.
  • Drives action to improve existing conditions, processes, and issue resolution.
  • Monitors volume trends, performance and system availability, contractual agreements, monthly billing, and manages audits and reviews.
  • Coordinate with technical personnel as needed to meet customer needs, while managing customer expectations for solution performance, delivery, etc.
  • Maintain and grow relationships with key customer stakeholders and other key customer team members.
  • Develops and maintains a strong working knowledge of Experian’s fraud and identity solutions and partner capabilities, as well as their integration methods of delivery/deployment and ongoing support.
  • Stay current on industry issues, fraud trends, shifts in the regulatory and compliance landscape, and competitive solutions.
  • Lead in sharing of best practices with team members to contribute to enhance the quality and efficiency of customer support.

Knowledge, Experience & Qualifications

  • Bachelor’s degree
  • Experience in an account management role in the financial, ecommerce or travel industry
  • Preferred candidate will have experience working in or with fraud teams within financial services, retail, ecommerce or the airline industry
  • Experience in preparing ROI or other fraud detection/prevention metrics within a large financial institution or as a fraud solution vendor.
  • Excellent verbal and written communication, presentation skills.
  • Experience in Salesforce and Excel
  • Experience with enterprise fraud and risk management solutions in a banking environment is preferred but not required.
  • 30-35% Travel

Benefits:
Working for a leading FTSE 50 global information services company is just one of the rewards of joining Experian. Our benefits package is designed to reward contribution and loyalty and to attract the kind of talented individuals who have their pick of employers. That is why we offer a highly competitive package which comprises:
  • Competitive base salary
  • Aggressive bonus plan
  • Core benefits including: full medical, dental, vision, matching 401K and the opportunity to work with a global leader

Experian is listed on the London Stock Exchange (EXPN) and is a constituent of the FTSE 100 Index. Total revenue for the year ended March 31, 2017 was $4.3 billion. Experian employs approximately 17,000 people in over 40 countries.