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Client Success Manager - (SaaS)

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Customer Service
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196093 Requisition #
Experian is a leader in the marketing data and intelligence space. The Client Success Manager maintains a long-term relationship with clients to gain an understanding of the client’s organization, their business drivers and their key product/service needs. This is an ongoing client relationship management role that will be responsible for; assisting with solution strategy and operational excellence within a SAAS white-labeled platform, growing revenues and margins of Strategic Accounts within Accounts in Experian Consumer Services (ECS). The desired location of this role is Austin, TX or our Costa Mesa, CA campus. We are open to a remote individual if they live close to one of these offices.

The role will be ~35% “farmer” type solution sales pursuit and ~65% driving day to day SAAS operations technical delivery as an ambassador for the partner with internal Experian Business Unit teams. The CSM will take their lead from the Senior Directors and Directors and assists with retention, entrenchment, expanding product offerings, driving revenue, and margin growth for Enterprise and Strategic Accounts. As part of development, the CSM will also act as director for an account portfolio of their own.

Responsibilities:
• Collaborate with a Technical Client Services team and act as an advocate for both ECS and the client themselves- assuring that service levels are met and customer satisfaction levels are exceeded.
• Managing growth by assisting with clients to grow their business efficiently leveraging the advantages of the ECS SAAS platform, products and services.
• Driving revenue and gross contribution margins assuring that the company focuses not only on winning business that contributes to the top line, but also have metrics and controls in place that assure the highest margin and SAAS profitability.
• Having ultimate accountability for ensuring that all financial and operational performance guarantees are met. Passionately defends, grows and manages client relationships while balancing the demands of the shareholders of Experian.
• Regularly breaking down SAAS processes and methods to set expectations, improve effectiveness, removing roadblocks, mitigates risks, and improves efficiencies both internally within ECS’ team and in direct support of solutions delivered to the client’s membership and customers.
• Developing and implementing a plan to create demand and achieve revenue growth leveraging marketing/engagement intel, data analytics, and ecommerce skills while utilizing internal expertise within ECS and other entities of Experian.
• Setting individual goals, objectives, and Key Performance Indicator’s that align to the organization’s long-range strategic objectives around client success, revenue growth product diversity, and SAAS platform utilization.
• Sharing responsibility for client retention by maintaining mid-level client relationships allowing ECS to proactively identify client risks or opportunities and manage client teams to effectively respond to these client needs.
• Collaborating cross functionally to create, drive and implement new functionality, client business case, and cross functional marketing initiatives that deliver increased sell-through for ECS’ client and thus increases ECS revenue.
• Identify up sell opportunities based on needs of the client or new production rollouts
• Initiate, research and draft Statement’s of Work, Contract Amendments, and Product Requirements documents
• Inform and report account status up to Senior and Exec staff
• Regular travel for onsite visits and conventions to meet with clients within continental United States.


Knowledge, Experience and Qualifications

• Minimum 5 years SAAS and e-commerce management and leadership experience in account management, and/or client services/customer success, with preference for an individual who has displayed recent leadership within a progressive, results oriented digital growth company.
• Experience creating and managing processes used by a client facing SAAS support team to achieve superior results.
• A P&L and Operations oriented incumbent that is focused not only on their client maximizing SAAS platform value quality, and profitability but also broadening and expanding an organization’s partnership with its valued clients.
• Superior communication, presentation, and client management skills.
• Proven organic business development expertise, specifically in formulating and marketing solutions to address opportunities or emerging needs where there may also be ambiguity.
• Proven management and organizational skills working in a fast-paced and highly technical environment where the individual has been involved in scaling a company or department through fast growth to greater maturity in a dynamic environment.
• A strong leader that balances empathy with determination. Staunchly defending his or her position/strategic direction while considering the position of others.
• An open, action-oriented personality.
• Able to make tough decisions – transparent, direct and honest.
• Excellent analytical capabilities to breakdown complex tasks into executable and measureable steps
• Capability of staying abreast of technical developments internally
• Problem analysis and problem resolution at both a strategic and SAAS operational level.
• Brings analytical traits to the organization and operates within a framework that utilizes well defined metrics, scorecards and key performance indicators.
• Ability to travel when required
• Bachelor’s degree required
• MBA desirable


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