Client Success Advisor

Client Success Consultant

We are seeking a Client Success Consultant within the Global Fraud Solutions (GFS) team, as part of TransUnion's Global Solutions organization. This role will play a pivotal role in ensuring our Fraud customers achieve their desired outcomes and maximize the value of our solutions. This role focuses on post-sales activities, including, but not limited to, adoption, value realization, and renewals. The ideal candidate will possess strong relationship management skills, technical expertise, and a customer-centric mindset.

The Global Fraud Solutions team in particular is a key strategic pillar for overall TransUnion growth across the globe. The team designs and manages solutions that span: verifying consumer identities, understanding digital interaction risk, securing digital channel experiences, and targeting fraud through fraud analytics. Our best-of-breed solutions leverage TransUnion's superior data and analytics, creating the opportunity for sustained global growth in this exciting, fast-paced space. The Global Fraud Solutions team is a dynamic team of individuals with diverse backgrounds working on some of the most cutting-edge, transformative projects for TransUnion. You will have the unique opportunity to work with Sales, Product, and Market leaders and customers on the most impactful problems they are facing in the Fraud space. This is a great opportunity for a smart, driven individual seeking to have high visibility and impact in their role.

Customer Relationship Management

• Own and nurture customer relationships post-sale, ensuring satisfaction and long-term success
• Conduct goal-setting sessions with customers and oversee the implementation of solutions
• In conjunction with sales account management, ensure a cohesive client relationship that facilitates continued satisfaction and increased use of TransUnion fraud solutions.

Adoption and Value Realization

• Lead ongoing adoption and training initiatives, providing visibility into adoption progress and usage metrics
• Conduct proactive ad-hoc check-ins throughout the business relationship with clients as required
• Develop and execute comprehensive Customer Success Plans tailored to individual customer needs
• Organize and lead customer Quarterly or Monthly Business Reviews to demonstrate the value delivered to customers, in partnership with Sales leaders

Collaboration and Cross-Functional Engagement

• Collaborate with Sales teams to ensure a seamless hand-off from pre-sales to post-sales
• Share best practices, industry insights, and analytics to inform client use
• Work closely with the Data Science team to mine our performance information and spot emerging threats in the market
• Work with Product teams to provide feedback on roadmap requirements and telemetry needs
• Partner with Operations, Data Science, and Technology teams to streamline implementations and resolve technical issues

Renewals and Growth

• Develop and maintain strong relationships with customers to encourage loyalty and retention
• Identify and qualify expansion opportunities, generating leads for upsell and cross-sell initiatives
• Provide insights and perspectives on customer relationships to support renewal processes; maintain a "renewal risk" assessment for each customer to ensure any early-warning signs are properly addressed
• Share early insights with clients on upcoming new products and releases.

Customer Advocacy and Support

• Provide high-level technical and product support, addressing any issues or concerns customers may have
• Advocate for customers by addressing their concerns and ensuring their voices are heard across the organization as needed
• Engage with the user community to foster relationships and gather feedback/voice of customer for continuous product and service improvements

Technical Expertise

• A Fraud subject-matter expert; experience in fraud management/operations is a strong plus
• Strong understanding of Fraud products and their applications in customer environments
• Experience with Salesforce and other customer success platforms a plus

Customer Relationship Skills

• Exceptional verbal and written communication skills and interpersonal skills to build trust and rapport with customers and internal stakeholders
• Ability to understand client perspectives and align solutions to their business goals

Analytical and Problem-Solving Abilities

• Critical thinking skills to monitor customer health and identify areas for improvement
• Proficiency in analyzing adoption metrics and customer feedback to drive actionable insights
• Ability to learn quickly and understand TransUnion's products and services, with the ability to provide light technical support

Organizational and Leadership Skills

• Strong organizational abilities to manage multiple accounts and prioritize tasks effectively
• Experience in leading adoption status meetings and final "go-live" sessions

Mindset and Values

• Customer service-oriented, patient, and open to learning
• A customer-focused mindset with the ability to understand and anticipate customer needs
• Aligned with company values and committed to delivering exceptional customer experience
• Ability to work well cross-functionally in a matrixed organization

Summary: Experience & Education

• Previous experience in fraud management/operations, software sales/customer success/or customer service, account management, consulting, and/or related fields is preferred
• Minimum bachelor's degree in business, marketing, engineering, or data science or related field is preferred
• 5+ years of relevant experience required

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.

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion's Employee Resource Groups. Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law. Additionally, in accordance with Section 503 of the Rehabilitation Act of 1973 and the Vietnam Era Veterans' Readjustment Assistance Act of 1974, TransUnion takes affirmative action to employ and advance in employment qualified individuals with a disability and protected veterans in all levels of employment and develops annual affirmative action plans. Components of TransUnion's Affirmative Action Program for individuals with disabilities and protected veterans are available for review to any associate or applicant for employment upon request by contacting ERCoE@transunion.com.

Pay Scale Information

The U.S. base salary range for this position is $100,100.00 - $150,000.00 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual's education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations. Regular, fulltime non-sales positions may be eligible to participate in TransUnion's annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.