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What We'll Bring:
TransUnion UK provides the data, analytics and software that enable businesses to build more valuable customer relationships.We specialise in managing consumer data for businesses across every sector. We focus on developing innovative products and services that help businesses make smarter and more informed decisions throughout the customer lifecycle.We are TransUnion and we believe in Information for Good.
What You'll Bring:
The Client Manager is responsible for delivering high quality account management for their portfolio of clients, as the key interface between the Client and the internal business units within TU.
This role assists customers in getting their desired outcomes when using TransUnion's products and solutions. The client experience function is responsible for delivering the following outcomes
- Responsible for improving user onboarding time and experience
- Facilitating product adoption through established relationships
- Increase customer retention through relationship focused client management
- Increase customer satisfaction through product adoption and post adoption support
Key Responsibilities
- Churn management and customer retention: Gather data points to prevent churn through proactive engagement, anticipating the customer's needs and solving problems before they happen, ultimately increasing customer retention.
- Minimal viable onboarding: Guide users towards the minimal viable onboarding path for products and solutions by removing identified friction points and enabling earlier product activation. These include identifying and owning customer SLA requirements against delivery capability
- Educate customers and improve customer experience: Provide dedicated focus to personalise the customers path to activation and success. Identify opportunities for ongoing product education to drive adoption of new features when available.
- Customer feedback loop: Active and passive customer feedback collection. Identification of user friction, customer satisfaction and understanding of attrition levers to feedback into the business for improvement
- Customer needs: proactively liaise with the sales teams and account managers to gain an understanding of customer needs, intended use and objectives for product usage and joint ownership with account managers for customer success journeys. In doing so this will drive retention, growth and highest NPS score possible.
- Project management: post-sale project management of deliverables to the customer including customer usage reports and analysis, issue/query resolution, troubleshooting and client onboarding engagements
- Delivery: Takes ownership of the Client Management & TU Business goals, independently delivering and executing against these, to promote and develop yourself, in order to provide expert management of the client base.
Skills & Experience:
- Strong communication skills: Ability to make effective contact with clients and users. Empathy to pro-actively manage customer concerns and issues while building strong relationships internally & externally to persuasively communicate ideas, handle customer frustration and dissatisfaction. Being able to demonstrate real-time insight, flexibility and sound judgement across the engagement model.
- Technical skills: Experience with Salesforce to use and analyse data points in the aid of crafting customer success journeys. General level of product knowledge within the credit consumer life cycle. Must have a sound working knowledge of software applications such as Microsoft Excel, Word, PowerPoint, and Visio
- Problem-Solving: Strong problem solving and critical thinking skills are needed to break down complex situations with the ability to spot and resolve customer issues effectively. Required for Client and Internal interaction, this will involve resolving any possible areas of conflict by being strategic-minded, taking information from multiple sources and formulate an overall solution or decision to resolve problems, giving appropriate direction to clients or TU associates as required.
- Organizational skills: Good project and time management skills to manage numerous customer and internal stakeholder touch points
- Continuous learning ability: Showcases experience in being adaptable and willing to learn new skills
- Industry knowledge: Requires a strong background in credit reporting or related industry, typically with 3 or more years' in-depth experience.
Impact You'll Make:
At TransUnion you will be joining a friendly, forward thinking global business.
We're happy to talk flexible working. We operate a hybrid model allowing you to explore the balance of work and hours from home and/or from our offices in Leeds or London.
- 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, lets confront it so we can continue to gro