Client Success Manager

Location: City

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What We'll Bring:
We Are Trans Union:

Trans Union is a major credit reference agency, and we offer specialist services in fraud, identity and risk management, automated decisioning and demographics. We support organisations across a variety of sectors including finance, retail, telecommunications, utilities, gaming, government and insurance.

What You'll Bring:

We're looking for a Client Success Manager to join our growing team.

Be part of something big

If you are a talented, ambitious, hands on team player with a passion for sales and customer service then keep reading!

The Growth Engine is a high energy direct sales function within TU which brings exciting opportunities for the right individuals to really make their mark. This department is a busy hub of activity which provides fantastic opportunities for its team members and best in class service for our clients. We are looking to add to our resilient, driven and highly enthusiastic team of professionals and you will join us at our busiest time to support TU's continued growth - all whilst having a little fun.

The Customer Success Manager (CSM) is responsible for retention and growth of a portfolio of accounts, delivering high quality proactive account management for their clients, as the key interface between the Client and the internal business units within TU. The CSM will also be responsible for the revenue protection of their allocated clients, handling contract renewals whilst providing best in class service.

Day to Day You'll Be:

• Takes ownership of the management of their clients & TU Business goals, independently delivering and executing against these, to promote and develop yourself, to provide expert management of the client base.
• Proactively manage a portfolio of accounts from trial and On-boarding through to BAU on-going relationship management.
• Proactively engaging with clients at renewal to renew contracts and retain the business.
• Can problem solve by analyzing solutions using own judgement and can handle contentious or more complex queries.
• Works closely with our Sales teams to proactively support all new and existing client relationships, to retain and grow our client base, in a way that drives the highest NPS score possible.
• Interpret/Understand complex topics and successfully communicate all relevant details in an appropriate way and level for the respective audience.
• Builds and leverages relationships with other departments.
• Recognizes and develops individual abilities and efforts while at the same time promoting a collaborative and cooperative team atmosphere.
• Is a continuous champion for the organisation, sharing knowledge of Trans Union's core products and services with the wider team.

Essential

Skills & Experience:

• Requires a strong background in the credit or related industry
• Excellent communication and negotiation skills with all internal and external clients.
• Attention to detail with the ability to project manage, set priorities and stay organised.
• Proven establishment, maintenance and retention of client relationships are essential.
• Ability to demonstrate independence and initiative are a necessity.
• Must be strategic-minded, able to take in information from multiple sources and circumstances and formulate an overall solution or decision.
• Ability to persuasively communicate ideas to colleagues and customers in scenarios with flexibility and sound judgment.
• Collaborative mindset and Team Player - not afraid to help where needed.
• Works well under pressure.
• A passion for first class service and a customer-focused mindset
• Experience of using Salesforce.
• Must have a sound working knowledge of software applications such as Microsoft Excel, Word, PowerPoint, and Visio

This role is considered an essential position and therefore office attendance is expected Monday - Friday. There are instances where remote can be considered for this position , however this is on ad-hoc basis.

Impact You'll Make:

What's In It For you?
At Trans Union you will be joining a friendly, forward thinking global business.
As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

• 26 days' annual leave + bank holidays (increasing with service)
• Global paid wellness days off + a bonus day off to celebrate your birthday
• A generous contributory pension scheme + access to the Trans Union Employee Stock Purchase Plan
• Private health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

Trans Union - a place to grow:
If there's something on the list of essential / desirable skills that you can't quite tick off, don't let that put you off applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful.
We know imposter syndrome is real, lets confront it so we can continue to grow…