Customer Success Manager

Customer Success Manager

If you are a talented, ambitious, hands on team player with a passion for sales and customer service…then keep reading!

The Growth Engine is a high energy direct sales function within TU which brings exciting opportunities for the right individuals to really make their mark. This department is a busy hub of activity which provides fantastic opportunities for its team members and best in class service for our clients. We have created a resilient, driven and highly enthusiastic team of professionals and this is our busiest time to support TU's continued growth - all whilst having a little fun.

About the role:

The Customer Success Manager (CSM) is responsible for delivering high quality proactive account management for their portfolio of clients, as the key interface between the Client and the internal business units within TU.

The CSM will also be responsible for the revenue protection of their allocated clients, handling contract renewals whilst providing best in class service.

Day to Day You'll Be:

• Takes ownership of the management of their clients & TU Business goals, independently delivering and executing against these, to promote and develop yourself, to provide expert management of the client base.
• Proactively manage a portfolio of accounts from trial and On-boarding through to BAU on-going relationship management.
• Proactively engaging with clients at renewal to renew contracts and retain the business.
• Can problem solve by analyzing solutions using own judgement and can handle contentious or more complex queries.
• Works closely with our Sales teams to proactively support all new and existing client relationships, to retain and grow our client base, in a way that drives the highest NPS score possible.
• Interpret/Understand complex topics and successfully communicate all relevant details in an appropriate way and level for the respective audience.
• Builds and leverages relationships with other departments.
• Recognizes and develops individual abilities and efforts while at the same time promoting a collaborative and cooperative team atmosphere.
• Is a continuous champion for the organisation, sharing knowledge of TransUnion's core products and services with the wider team.

Essential Skills & Experience:

• Requires a strong background in the credit or related industry
• Excellent communication and negotiation skills with all internal and external clients.
• Attention to detail with the ability to project manage, set priorities and stay organised.
• Proven establishment, maintenance and retention of client relationships are essential.
• Ability to demonstrate independence and initiative are a necessity.
• Must be strategic-minded, able to take in information from multiple sources and circumstances and formulate an overall solution or decision.
• Ability to persuasively communicate ideas to colleagues and customers in scenarios with flexibility and sound judgment.
• Collaborative mindset and Team Player – not afraid to help where needed.
• Works well under pressure.
• A passion for first class service and a customer-focused mindset.
• Experience of using Salesforce.
• Must have a sound working knowledge of software applications such as Microsoft Excel, Word, PowerPoint, and Visio

Impact You'll Make: What's In It For You?

At TransUnion you will be joining a friendly, forward thinking global business.

As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

• 26 days' annual leave + bank holidays (increasing with service)
• Global paid wellness days off + a bonus day off to celebrate your birthday
• A generous contributory pension scheme + access to the TransUnion Employee Stock Purchase Plan
• Private health care + a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

TransUnion – a place to grow:

If there's something on the list of essential / desirable skills that you can't quite tick off, don't let that put you off applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful.

We know imposter syndrome is real, let's confront it so we can continue to grow and thrive together.

Flexibility at TU:

We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we've set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond. If the role is advertised as full time, don't let this stop you from applying. Let us know if you're looking for a part time or flexible working arrangement and we can discuss this with you.

Additional support:

At TransUnion, we're committed to fostering an inclusive and diverse workplace where all individual's talents and perspectives are valued. When you apply for a position with us, you're not just joining a team, you're becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process. Please let us know if you require any reasonable adjustments to help you through the application process or to attend an interview with us by contacting ukrecruitment@transunion.com.

Interview & Hiring Process:

Most of our recruitment processes are virtual, so you'll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview your recruiter will inform you of this.

We do not accept any unsolicited CV's from recruitment agencies. If you are a recruitment agency on our PSL our talent team will contact you directly should we require any assistance.