What We'll BringAs the Manager, Global Customer Experience you manage and develop a team of advisors, consultants and analysts who engage with TransUnion’s Global Fraud Solutions group’s standard support accounts to accelerate time-to-revenue with dedicated onboarding support, These advisors, consultants and analysts serve as the primary interface for operational teams within our standard support customer base and provide back up support for strategic accounts if questions arise. You will also have to ensure the team is operating efficiently and help build and then enforce KPIs and SLAs. You work closely with Managers across the organization and the Director of Customer Experience to build strategic plays around churn, revenue retention, and customer health. You will also coach and mentor Customer Experience Consultants and Analysts in best practices and tactical measures and work cross-functionally working with Support, Implementation, and Product teams to build a high tech frictionless customer experience.
What You'll BringWe recruit for and value the following core competencies:
Team Management: As a leader you will contribute to and foster an exceptional and inclusive work environment and build and lead a growing and distributed team of Partner Success professionals who manage strategic partner relationships and understand the partners’ desired outcomes, technical landscapes, and business goals. You set expectations and goals, hold the team accountable for performance, and create a high performing team supporting career growth paths by providing 1:1 coaching and growth opportunities for team members. You will foster a culture of accountability and continuous improvement in the organization, will forecast future headcount needs and recruit for and hire high potential team members.
Process Orientation: You will define and optimize the partner lifecycle post sale for all partners while ensuring we are using consistent processes and tools as appropriate across our cross-functional and multi-regional team. You constantly evaluate results and leverage insights to drive continuous improvement and feedback loops across the organization to continue to develop ‘best practices’ (e.g. client and employee post-onboarding surveys). You understand and own the metrics you are responsible for to track retention, full product adoption, and customer satisfaction. You evolve the metrics and goals as strategic direction expands and you’ll evolve playbooks to onboard, train/enable, and improve processes and systems used by teams to ensure continued success. Partners with cross-functional and regional teams to deliver a superior customer experience as “One Team”
Revenue Influencer: You protect the core value of the relationship and influence future lifetime value of customers through development of enhanced customer success best practices that drive overall customer satisfaction and overall health scores in collaboration with Customer Success leadership
Incident Management: You work closely with the Support & Incident Management function to ensure incident escalations requiring your team’s expertise are handled in accordance of set standards and customer satisfaction. This will require working across functional areas to achieve desired results.
Advocacy: Inspire customer experience across the company and represent the voice of our standard support customers to inform our sales process and product roadmap to drive solution and feature innovations
Mentorship: As the Manager of Customer Experience you are expected to not only have a tremendous impact in transforming our business, but also have a leading role in mentoring and coaching junior teammates to engender effective contribution to TransUnion’s solutions.
Passion: Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.
Team Player: Effectively integrates, motivates and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.
Impact You'll MakeQualifications
Bachelor’s degree in business, finance or computer science and/or the equivalent of 7+ years of customer success, operations, sales engineering or support experience with increasing responsibility.
Proven ability to multi-task in a fast-paced environment in which cross-functional teamwork and initiative is a must.
Effective customer-service orientation and relationship-building skills. Proven ability to multi-task in a fast-paced environment in which cross-functional teamwork and initiative is a must.
Flexible work hours in order to accommodate special meeting requests and incidents. Ability to communicate complex ideas effectively – both verbally and in writing – in English and the local office language(s) throughout all levels of an organization.
Ability to effectively work remotely. Availability for some overnight travel and on call escalations.
Ability to make independent decisions guided by policies, procedures and business plans
We’d love to see:
Experience managing teams
Experience as a consultant
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
Fluency in Spanish, Portuguese, French, Mandarin, or Japanese