Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.
We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.
Job DescriptionWe are thrilled to announce that Experian has acquired NeuroID. Since 2023, NeuroID has partnered with Experian to provide the latest behavioral analytics, combating identity theft and advanced fraud attacks. Now, as part of Experian's CrossCore® on the Experian Ascend Technology Platform™, we continue to lead the charge in proactive fraud detection and seamless user experiences.
The Senior Client Success Manager (CSM) helps ensure customer satisfaction and guides long-term relationships. You will work with customers to understand their needs, identify opportunities for growth, and provide strategic guidance. You will work with sales, product, and delivery team members to identify client needs, explain the technical and functional aspects of any products and services being offered, and manage internal processes essential for a successful client engagement.
You will report to the Director of Client Success.
You'll have the opportunity to:
- Cultivate partnerships with clients for existing solutions, providing strategic guidance and tailored solutions.
- Guide customer adoption and satisfaction by delivering value and mitigating churn risks.
- Be a trusted advisor, collaborating on roadmaps to achieve desired outcomes and ROI.
- Identify growth opportunities and work with clients and sales team to accelerate expansion initiatives.
- Represent customer interests and foster teamwork within Experian, providing valuable feedback to guide improvements across sales, services, and product teams.
- Monitor customer health metrics and KPIs to address risks and opportunities; create monthly reports on customer status, risks, and expansion potential.
- Conduct or coordinate post-implementation training sessions and provide resources to ensure clients use the Experian solutions.
- Collaborate with customer stakeholders to facilitate successful adoption.
- Demonstrate knowledge of typical fraud strategies and concerns in the marketplace.
- Deliver client support by managing issue resolution and handling escalations.
- Minimal travel required for external and internal meetings.
Your background:
- 5+ years of experience as a Client Success Manager, Account Manager, Sales Executive, or similar client-facing roles.
- 3+ years of experience using fraud and authentication solutions or tools.
- Knowledge of regulations relating to the use of data for fraud and authentication purposes (both FCRA and GLB).
- Problem-solving, analytical, and project management skills.
- Proficiency in developing and delivering client-facing presentations and materials.
- Bachelor's Degree or equivalent work experience.
- Plus: knowledge of Experian's products and services and those of competitors.
Benefits/Perks:
- Great compensation package and bonus plan.
- Core benefits including full medical, dental, vision, and matching 401K.
- Flexible schedule, ability to work remotely, hybrid, or in-office.
- Flexible time off, including volunteer time off, vacation, sick, and 12-paid holidays.
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience, and education. This position is also eligible for a variable pay opportunity and a comprehensive benefits package.
Experian is proud to be an Equal Opportunity Employer for all groups protected under applicable federal, state and local law, including protected veterans and individuals with disabilities. Innovation is an important part of Experian's DNA and practices, and our inclusive workforce allows everyone to succeed and bring their whole self to work. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
#LI-Remote
This is a remote position.
Experian Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Experian and has not been reviewed or approved by Experian.
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Healthcare Strength — Medical and dental coverage is described as strong, with expanded mental health resources and telemedicine options. Coverage includes inclusive services such as gender transition and fertility support.
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Leave & Time Off Breadth — Time-off offerings are generous, including substantial PTO/vacation, paid holidays, and paid volunteer days with options to purchase additional leave. Parental leave is available for birth and non-birth parents alongside flexible working arrangements that support work-life balance.
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Retirement Support — Retirement programs include a 401(k) with company matching and contributory pension schemes in some regions. These elements complement base pay and bonuses to form a competitive total rewards package.
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What We Do
Experian unlocks the power of data to create opportunities for consumers, businesses and society. During life’s big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage data with confidence so they can maximize every opportunity. We gather, analyse and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done. Our 20,600 people in 43 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow. About Experian: Bringing data to life requires creativity, passion, flexibility and expertise. We want you to share in our success. That's why we offer rewards that recognise great performance. Working in a culture of collaboration, achievement and respect we will give you the support and encouragement you need to develop your skills and talents and progress your career. Everyday our people bring enthusiasm, innovation and inspiration to work and if this sounds like you connect with us at Experian.
