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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:
I
nspire 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 c
ustomers
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
#LI-AR6
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 Experience