Customer Success Manager (seguros)

Advisor, Customer Support Operations

At TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation - we are constantly exploring new technologies and tools to be agile. This environment gives our staff the opportunity to enhance current skills and build new capabilities, discovering their talents.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, sexual orientation, gender identity, or any other characteristic protected by law. We are working to bring greater social representation to our company, ensuring that people feel part of our teams and giving support for them to achieve leadership roles. We recognize that there is still work to be done and we will not stop until all people who come through our doors daily feel included. Come be part of our story!

The person will work closely with clients to ensure maximum extraction of value from our products and services, and centralize activities and relationships between companies. At TU, you will work closely with the largest companies in the market, acting directly in decision-making processes in various business areas.

Your main responsibility will be to follow up on and ensure the adherence of our solutions in strategic clients and focus accounts, and support our sales and service areas to expand operations. You will be responsible for mobilizing internal teams to remove any impediments or problems that compromise the proper use of our solutions and the experience of our customers.

Responsibilities:

• Follow up on the use/adherence of contracted solutions and go deep into customer problems (5 whys) to increase retention and expand our presence;
• Act in a proactive and preventive way in the operational and strategic demands of the client;
• Proactively identify trends in the use of TU solutions and engage internal teams for action;
• Monitor and manage the consumption of TU solutions in your client portfolio;
• Lead end-to-end action plans to resolve issues;
• Responsible for ensuring the resolution of operational and technical problems through the ability to mobilize different teams within TransUnion;
• Maintain a recurring agenda for account follow-up (project status, QBRs, satisfaction survey, etc.);
• Be a "Customer Advisor", understand the best practices of the market and related subjects to data, decision platforms, and technology;
• Deliver and prove ROI of our products and services during the client lifecycle;
• Act as the "Voice of the Customer", orchestrate internal matters and bring possible improvements and solutions to the product and engineering team;
• Ensure user engagement in the collection of NPS through the corporate survey;
• Create, execute, and monitor action plans for satisfaction improvement
• Maintain and improve the satisfaction level of your client portfolio with TU services and solutions.

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.