Customer Success Consultant TransUnion

As a Customer Success Consultant, you own the operational relationship with many of our premium level customers and position yourself as a trusted advisor to their teams.  You will lead customer engagements across a range of industries and types of projects such as onboarding, training, operational reviews, operational support, fraud analyses and consulting activities.  You proactively lead engagements to provide best in class insights and deliverables. 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.  

Job Description:

• Inspire customer confidence through timely and reliable execution of services and develop product usage maturity models to ensure customers track to the most effective use of our solutions. 
• Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement.
• Lead and deliver customer initiatives and manage all phases of a customer project lifecycle to ensure successful project delivery.
• Identifies the most critical aspects of a problem, and guides business-focused solutions and recommendations that drive customer value.
• 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 clients under your management to give customers a single point of contact for all issues related to our platforms and solutions.
• Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.
• Effectively integrates, motivates, and builds 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 5+ 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 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 remotely.
• Availability for some overnight travel and on call rotation.
• Ability to make decisions guided by policies, procedures, and business plans with limited guidance.

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
• Working knowledge of JSON, Tableau, Looker and/or Databricks