Vacancy expired!
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What We'll Bring:As Customer Success Manager, you will work with our new and existing B2B customers to ensure they are successful with onboarding products. You will be responsible for managing multiple partners and provide onboarding and support throughout the full integration lifecycle. This position requires owning all phases of partner's technical integration lifecycle from onboarding and ongoing maintenance & support. The role requires individual to work closely with Sales, Product and Technology support teams to gain deep knowledge of CCS (Consumer Connect Services) platform and product suite including Credit Reports, Credit Monitoring and Identity Monitoring Products.What You'll Bring:- Entrepreneurial with strong customer facing experience in Onboarding, Implementation, Customer Success or Account Management in a SaaS company. Ideally experience with API integrations
- 4 - 6 years of experience in delivering successfully on API integration projects as Customer Success Manager, or as Consultant
- Comfortable presenting to leadership and in large group
- Ability to be strategic, but still roll up your sleeves to accomplish what needs to be done
- Proven track record of managing multiple concurrent projects with varying complexity levels
- Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
- Capability to coordinate with internal teams to resolve high business priority / severity issues and willingness to step-up in situations that require urgent support
- Great problem solving skills, taking a consultative approach to finding the best solution
- Strong experience running test queries, SQL style reports and service monitoring tools
- Great at aligning expectations with customers and partner with customer teams to achieve desired outcome
- Highly organized with a strong sense of urgency to meet deadlines
- Preferred knowledge of SQL, DataViewer, ReadyAPI, Spotfire, Graphana, JIRA, Confluence, SalesForce
- Serving as the main technical point of contact for B2B customers to ensure a successful onboarding process to CCS platform and taking ownership of supporting existing customers
- Recap notes from customer meetings and act as advocate for customers with internal development and product teams
- Form relationships and educate the customer development team on best integration practices to drive optimal product use from CCS
- Serve as the main point of technical contact for the customer and the voice of the customer to help prioritize product requests
- Monitor customer health and risk. Develop and execute success plans in collaboration with customers
- Facilitate Quarterly Business Reviews with customers
- Proactively manage multiple accounts to ensure customer's success in adoption of products and overall satisfaction
- Monitor CCS platform health by conducting regular Health Checks for all your customers and pro-actively provide recommendations to technical support teams
- Drive internal / external stakeholders to meet timelines, reporting and/or escalating risks to project leadership.
- Diagnosing, troubleshooting, and identifying solutions to reported problems
- Create documentation to help scale onboarding and support efforts
Vacancy expired!