Solutions Implementation Advisor

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Team Overview
The Implementation and Client Success team works directly with customers and internal products, sales, operations, and engineering teams to successfully onboard customers to Trans Union's Trusted Call Solutions. The team serves as a critical bridge between customers and internal stakeholders, ensuring successful deployment, adoption, and ongoing operational success of Trusted Call Solutions for Enterprise and Telecom customers.

This role reports directly to Senior Director within the Solutions Consulting division. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Role Overview and Core Responsibilities

• Act as the primary interface for the onboarding and management of Neustar Trusted Call Solutions suite of services for Enterprise and Telecom customers.
• Serve as a single point of contact to project manage complex customer-facing and internal projects from contract through launch, often spanning multiple quarters.
• Develop and execute complex project plans that align customer timelines, business requirements, and internal resource allocation to ensure successful deployments.
• Translate business requirements into technical use cases, workflows, and data flows that are implemented within Trusted Call Solutions.
• Provide onboarding expertise, customer training, and operational support while clearly communicating complex technical concepts to both technical and non-technical audiences.
• Support customers by addressing requests with urgency, coordinating issue resolution, and escalating technical concerns to internal teams when needed.
• Apply strong problem-solving skills to identify risks, define mitigation strategies, and deliver business-focused solutions that drive customer value.
• Partner closely with product, sales, operations, and engineering teams to deliver exceptional customer experience and successful project outcomes.
• Represent the voice of the customer by providing market feedback that helps refine best practices and drive product and service improvements.
• Build trusted customer relationships through reliable execution, technical consultation, and engagement management best practices.

Required Knowledge and Experiences

• 5+ years of experience in Account Management, Customer Success, Customer Relations, Implementation, or Project Management roles where managing customer-facing initiatives and driving successful outcomes was a primary responsibility.
• Demonstrated expertise in project management methodologies and project lifecycle management, including planning, execution, risk management, stakeholder communication, and delivery.
• Experience translating business requirements into technical solutions, use cases, data flows, or implementation plans to support customer onboarding and solution deployment.
• Bachelor's degree required or equivalent combination of education and relevant professional experience demonstrating the ability to manage complex customer engagements and projects.
• Knowledge of the Telecom, Communications, or SaaS industries is preferred, as it helps accelerate understanding of customer environments, technical integrations, and market needs.

Required Technical Skills

• Experience using CRM platforms such as Salesforce to manage customer relationships, implementation activities, and customer engagement records.
• Proficiency with Microsoft Office tools, including Excel, PowerPoint, Word, and Outlook, for project management, reporting, documentation, and customer communications.
• Ability to document and interpret technical requirements, data flows, integration processes, and implementation workflows.
• Experience using project management tools and platforms to track project milestones, timelines, deliverables, risks, and dependencies.
• Strong technical aptitude with the ability to quickly learn and apply complex technology solutions while supporting customer implementations.

We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your career development and growth in:

• Experience supporting Enterprise customers through complex onboarding, implementation, or deployment projects.
• Knowledge of Trusted Call Solutions, branded calling, caller authentication, or related telecommunications technologies.
• Experience working with cross-functional products, engineering, sales, and operations teams in a matrixed environment.
• Familiarity with customer training, change management, and adoption of best practices.
• Experience managing multiple concurrent projects while maintaining a high level of customer satisfaction.

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