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What We'll Bring:
As a SaaS - Customer Success Consultant you own first line support for day-to-day operational and technical questions for our standard support customers. You play a key role in ensuring global solutions are performing to their stated service level agreement (SLA) standards by assessing service statistics and preparing detailed reports, managing and tracking issues to ensure accurate and complete resolution, handling first line support for day-to-day operational and technical questions for our standard support customers. You provide expertise across our fraud and identity platforms and services and are a resource to customers to identify creative and efficient solutions to their objectives.Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.
This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.
What You'll Bring:
Inspire customer confidence through timely and reliable communication and project management.
Lead and deliver customer initiatives and manage all phases of a customer project lifecycle to ensure successful project delivery.
Respond to customer tickets within department service level agreements.
Help protect the core value of the relationship and identify strong opportunities beyond direct project work to communicate to sales to help them grow the business.
Represent the voice of the customer to inform our sales process and product roadmap to drive solution and feature innovations.
Provide operational support, for the customers under your management, for all issues related to our platforms and solutions.
Actively seek responsibility and take pride in delivering the highest quality results and recommendations to our customers.
Effectively integrate, motivate and build relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.
Qualifications
Bachelor’s degree in business, finance or computer science or the equivalent plus 3+ years consultancy, project management, implementation management and/or fraud management experience
Demonstrated ability to identify opportunities and challenges; consult with the customer to develop solutions to address these areas
Effective customer-service orientation and relationship-building skills
Ability to multi-task in a fast-paced environment, and balance thought with action while getting the most out of limited resources
Exceptional analytical and quantitative skills and ability to structure analyses to form data-driven solutions to ambiguous customer challenges
Flexible work hours in order to accommodate special meeting requests, trainings and demonstrations for customers in different time zones
Advanced skills with MS Word, Excel, and PowerPoint
Ability to communicate complex ideas effectively – both verbally and in writing in English throughout all levels of an organization.
Ability to effectively work with remote teams.
Availability for some overnight travel and on call rotation.
Ability to make decisions guided by policies, procedures and business plans with limited guidance.
Impact You'll Make:
We'd love to see:
Consultancy and Customer Success experience
Fraud management or identity and access management experience
Exposure to the financial services or insurance industries
Knowledge of TransUnion’s fraud and identity product and services
Preferred Fluency in Spanish, Portuguese
Working knowledge of JSON, Tableau, Looker and/or Databricks
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This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management.TransUnion Job Title
Consultant, Customer ExperienceTop Skills
What the Team is Saying
What We Do
TransUnion is a global information and insights company that makes trust possible by ensuring that each consumer is reliably and safely represented in the marketplace. We do this by having an accurate and comprehensive picture of each person. This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world. Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve. We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.
Why Work With Us
Our culture is welcoming, energetic and innovative. There’s an overall synergy that flows throughout TransUnion, creating a sense of unity in knowing that we’re all working to achieve the same overall goal. We’re dedicated to providing opportunities for our people to get involved and stay connected with their colleagues across the globe.
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Employees engage in a combination of remote and on-site work.
