Client Success Manager
Детайли
Описание
Company DescriptionWe are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making.
We also help people to check their credit report and credit score, and protect against identity theft. In 2020, for the sixth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”
We employ approximately 17,000 people in 44 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.
At Experian, we are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process.
Job Description
Our Service Relationship Managers are responsible for driving Client Advocacy and Satisfaction for our most strategic Clients & Partners our Cloud Clients.
As a Service Relationship Manager, you will be passionate about Service and delivering real results, putting our client’s needs at the heart of everything you do. You will excel at developing strong relationships across a global geography.
As the Voice of the Client, you will be their advocate in the business, working pro-actively to lead and drive continual service improvement across the end to end client journey to drive value and create client loyalty.
You will take ownership for delivering measurable improvements, developing creative solutions and working collaboratively orchestrating and influencing stakeholders across the Market, Regional and Global internal teams.
As the in life Operational Single Point of Contact for the client, you will provide consistency and simplicity in how our clients engage with us in a complex environment, making it easy to work with us. You will take responsibility for client escalations, managing them through to a successful conclusion with both the client and Experian.
You will successfully engage, support and influence client key stakeholders becoming an expert in understanding their business, solutions and needs, seeking opportunities to develop and enhance our business and service relationship and their solutions to deliver greater value, sharing Experian / Best Practice within the client’s environment.
As our Service expert in the market, you will be the guardian of our SLA documentation, supplying these for deals and supporting bespoke client support requests, seeking to understand client requirements and needs, propose appropriate options and engage the right areas for guidance and approval.
Key Responsibilities of the role include:
· Service Review Management - Planning, preparation and performance reporting.
· CSI (Continuous Service Improvement) – Creating, tracking, updating and owning live Client Improvement plans and the delivery of measurable improvements across all areas of the client journey
· Responsible for stakeholder management, creating and leading a virtual team through regular reviews to drive improvements and identify opportunities to enhance the client experience across the end to end customer journey.
· Risk identification and management
· Client Escalation - Resolution Ownership and reporting.
· NPS - Owning our NPS cycle with our clients, driving participation and response rates, ensuring all feedback is responded to and developed into measurable actions within the Continuous Service Improvement Plan.
· Managing the delivery and in-life support of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded.
· Responsible for building excellent stakeholder relationships with all areas of the business to enhance overall client satisfaction.
· Work alongside the aligned sales team / account director to propose new service elements/requirements of new business as well as highlighting upsell and retention opportunities
· Responsible for ensuring that relevant business areas take responsibility for their functional actions and customer experience journeys, making requests and escalation for support where required.
· Leading and coordinating regular internal & external client meetings to build trust and profile, assess status of ongoing tasks, results of Experian projects / support, identify and drive continual service improvement opportunities and prospect future business opportunities.
· Participation in Monthly Market Reviews to give client insight, progress and gain support for improvements
· Responsible for leading early engagement across the Product Management, Pre-Sales, Sales, Delivery and Support Teams across EMEA. Capturing client’s solution requirements and working with these areas of the business to deliver efficiently.
· Establishing a deep understanding of the client’s business objectives and IT landscape with their needs and constraints.
· Active Participation in the development and roll out of best practice, internal improvement initiatives and projects.
Ownership of Personal Development Plan and activities for continual development of hard and soft skills.
Key Responsibilities include:
RELATIONSHIP
· Create Consistency and simplicity for clients as Operational Single Point of Contact
· Delivering Improvement in Client Satisfaction Scores
· Build, maintain and influences relationships with client personnel across multiple levels, creating and owning a clear client contact and communication plan
· Reduce number of client escalations by working pro-actively to monitor activities (to be) performed for the client
· Adhere the DA EMEA process for all client activities when required
· Demonstrate measurable Continual Service Improvement activities and results
· Responsible for building excellent stakeholder relationships, to create and lead virtual teams from to influence the business and drive improvements and innovations to enhance the client experience.
CLIENT SOLUTIONS AND PRODUCT MANAGEMENT
· Understanding the Experian solution, and third-party elements and development plans
· Understand Software Support Policy and ensure client has timely information and support on updates to ensure clients stay within the right release and the right support.
· Understanding of the clients use of the Experian solutions and the downstream impact of any potential issues on the client achieving its business goals
· Understanding of the client contract and SLA management.
SALES AND PRE-SALES
· Identify new opportunities to add client value – Cross/Up-sell, retention activity
· Participation in account development and planning processes together with the BDM, SDM and Sales Manager
· Work alongside Client Service Design, Sales and Bid Management to provide SME input for new service elements/requirements of new business, cost and effort requirements as well as highlighting upsell and retention opportunities.
Follow up on Product Upgrade and Release Management communications to ensure that Client has timely information and support on updates with upgrade plans are in place to ensure clients stay within the right release and the right support.
CLIENT SUPPORT
· CSI (Continuous Service Improvement) – Creating, owning and managing Client Continuous Service Improvement plans, ensuring the delivery of measurable improvements across all areas of the client journey
· Developing the internal virtual team needed to deliver improvements,
· Understanding of support matrix, SLA’s, monitoring and alerting and opportunities for enhancement
· Work with Service Operations to provide clear and constructive information on the client solution to get client escalated issues resolved and ensure proper sense of urgency when necessary.
· Engagement with the delivery and in-life support of contracted services to clients to ensure understanding of Client product usage and understanding Client experience and that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded.
· Work with incident management in the case of high priority incidents to provide clear and constructive information to and from the client and prevent client escalations.
DELIVERY
· Adhere to the delivery process for estimations of change requests
· Support successful delivery of small enhancements
· Support the successful Client Onboarding and handover.
Qualifications
Essential:
• Minimum 5 years of experience in a customer facing management role
• Minimum 5 years within a Service Environment
• Customer Management, negotiation & Influencing skills
• Demonstrable success in delivering measurable Results and benefits to business and clients
• Experience in client management from operational to senior management levels
• Experience of Leading client-facing service reviews and developing workable improvement plans
• Managing complex operational / business issues working in a multi-national matrix environment
• Excellent analytical skills: ability to analyse, report and review solutions / service performance, spot trends and make recommendations
• Skills improving customer experience through long term client relationships
• Demonstrable sales support success in IT solutions
Desirable:
• Educated to degree level
• ITIL Certification
• Experience in similar Industry / Banking / Telco
• Language Skills
• Experience of working across multiple countries and culture
• Client Focussed
• Pro-active
• Collaborative approach
• Positive Can -Do attitude
• Accountability and Responsibility for delivering results
• Excellent Interpersonal skills with Strong Emotional Intelligence
• Communicating with Impact
• Customer Centric positive approach
• Ability to think and work strategically
• Ability to balance priorities and work under pressure
• Integrity and Trust
• Results Drives
Additional Information
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Изисквания към кандидата
Езикови познания:
Английски език
Трудов опит:
Образование:
Ние предлагаме
Вид заетост:
Пълен работен ден
Срок на заетост:
Постоянна
Договор:
Ниво в йерархията:
Категория:
Телекомуникации
Държава:
България
Населено място:
Гр. София
Адрес:
Цариградско шосе 115 Г, бл. Сграда Мегапарк, ет. 10, София 1784
Дата:
12.05.2022
Организация:
ЕКСПИРИЪН БЪЛГАРИЯ ЕАД
Фирма/Организация - Директно търсеща служители
Детайли за организацията:
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