Customer Success Manager

| Chicago

What We'll Bring

The Technical Account Manager / Customer Success Manager will play a critical role in delivering, implementing, and supporting TUI’s web-based financial products. Key responsibilities will include gathering requirements from partner technical team, advising them on the application’s best practices, and recommending processes to optimize value delivered by the application. This role will act as a liaison between internal Sales, Product, Shared Services teams and Partners to ensure successful partner onboarding and providing ongoing technical support to existing partners. You must be able to determine partner’s business, technical requirements and leverage the right resources to complete the integration with the highest level of partner satisfaction. When confronted with technical challenges, he or she must find creative, economical, and elegant solutions within the application’s technical specifications.

What You'll Bring

The Team’s Focus

TransUnion Consumer Interactive (TUCI) creates web-based products that help consumers manage their credit and identity. In collaboration with internal TUCI teams, we deliver superior data solutions to our partners.

Our product suite includes Credit Reports, Credit Monitoring and Identity Monitoring Products—products that help our partners monitor critical changes in their consumer’s data.

Impact You'll Make

How You’ll Contribute

- Responsible for establishing, maintaining and expanding a strong, trusted and continuous partner relationship for all partners.

- Own technical partner onboarding process (Application delivery, implementation, and Support) for assigned TUCI partners.

- Manage all phases of partner’s technical integration lifecycle from onboarding, new products, and ongoing maintenance & support.

- Understand client standards and adapt solutions that will support their requirements and timeline.

- Manage technical integration of new products for partners.

- Collaborate with Sales, Product, and Shared Services teams (San Luis Obispo, Chicago, Off-shore) to ensure partner integration documentation is up to date to provide appropriate support to partners for new and existing products.

- Collaborate with Share Services team members to diagnose and resolve technical issues, bugs, performance and other issues for partners.

- Document, research, track, and monitor issues to ensure timely resolution.

- Perform quality control system / release validations keep log of issues, changes, and future enhancements

- Conduct regular Health Checks for all your partners and provide recommendations to partners pro-actively

- Recap notes from internal and partner meetings to participants for review and follow-ups.

- Maintain a professional and productive working relationship with the partner and internal teams.

- Serve as first line of support for technical trouble-shooting questions, investigation and research.

- Communicate clearly and concisely with diverse audiences, in both oral and written contexts. Comfortable giving and receiving feedback.

- Update product documentation, partner integration guides, FAQ’s and manage regular partner releases.

- Manage multiple internal projects and related duties (Product Owner for Partner Support Dev. Team) as assigned or required.

-

- Individuals with extremely high standards and a maniacally low threshold for errors and inefficient processes are ideal candidates for this position.

What You’ll Bring

- 5 - 8 years’ relevant partner/client management experience in application delivery, technical trouble-shooting and customer support, aftersales support, or related activities

- Strong customer orientation and collaborative skills

- Ability to adjust approach to effectively interact with partners at all organizational and technical levels

- Focus on excellent customer experience, willingness to go above and beyond to deliver results

- Understanding of and ability to speak clearly with technical project teams about issues

Willingness to step-up as Secondary / Back-up TPM for various partners that require additional support from team

Ability to coordinate multiple teams in timely manner to resolve high priority / severity issues for partner and be available during off hours in case of emergencies

- Ability to confidently make decisions and escalate issues and decisions when appropriate

- Excellent self-organizational skills with strong attention to detail, efficient time management and ability to prioritize work effectively

- Ability and willingness to give and receive honest and constructive feedback- Ability to effectively handle challenging situations with poise, tact, and patience while demonstrating a sense of urgency

- Capacity to anticipate, identify, and solve critical problems

- Familiarity with web services or other real-time B2B integration technologies

- Intermediate SQL query knowledge

- Preferred knowledge of DataViewer, ReadyAPI, Spotfire, Graphana, JIRA, Confluence, MS SharePoint & PowerPoint

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Technology we use

  • Engineering
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Location

555 W Adams St, Chicago, IL 60661

What are TransUnion Perks + Benefits

TransUnion Benefits Overview

At TransUnion, our associates are our greatest asset. However, we understand that work is only one part of our associates’ lives. We recognize the importance of providing a healthy balance between work and home because that’s really where being a force for good starts.

Culture
Volunteer in local community
We provide U.S.-based associates with a Volunteer Time Off day each year which can be used to donate time outside the office to a cause that matters to them. We also offer a matching gift program.
Partners with Nonprofits
TransUnion partners with non-profits such as Child Rescue Coalition and Credit Abuse Resistance Education (CARE).
Friends outside of work
Eat lunch together
Intracompany committees
TransUnion has a Community and Associate Services Team (CAST), which is responsible for planning events, such as our annual holiday party, take your child to work day, company BBQ, and more!
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Onsite Gym
Team workouts
We offer virtual yoga and meditation, fitness classes and sponsored races.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
15% discount on TU stock twice a year
Performance Bonus
Match charitable contributions
We offer a matching gift program for associates who choose to make financial contributions to their selected causes. TransUnion will match up to $2,000/ yr for each associate.
Child Care & Parental Leave Benefits
Child Care Benefits
[email protected] provides backup childcare and eldercare for TU associates.
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Annual holiday party, company BBQ and take your child to work day
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
We provide U.S.-based associates with a Volunteer Time Off day each year which can be used to donate time outside the office to a cause that matters to them.
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
We offer associates globally 1:1 career coaching with our career advisor. Additionally, we have various mentorship opportunities across areas of the business as well as across levels.
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

Start your day at TU by grabbing an Intelligentsia coffee or a tasty, hot breakfast from our onsite café. Head up to your workspace where you'll get down to business amidst the inspiring backdrop of beautiful downtown Chicago. Brainstorm onsite with team members in a variety of colorful huddle rooms or collaborate cross-functionally with our offices around the world via video conference, Skype or our intranet. Check things off your to-do list as you continually make progress on key business initiatives. Need a quick break? Challenge your colleagues to a game of ping-pong, pool, foosball, pop-a-shot or Mario Kart in one of our three onsite game rooms. Ready to hit the gym? We have one right downstairs complete with a personal trainer and a selection of free instructor-led fitness classes. Keep your energy up. Take a conference call at one of our walking or bicycle desks. Then attend the quarterly town hall to hear from the TU leadership team on progress in the current quarter and plans for the next. After a day of innovation, wind down in one of our massage chairs or join your colleagues at North Avenue for a game of league volleyball, sponsored by TU!

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