Senior Digital Account Manager-Insurance Marketing Services at TransUnion
What We'll BringAt TransUnion, we have a welcoming and energetic environment that encourages collaboration and innovation. We are consistently exploring new technologies and tools to be agile. This environment gives our people the opportunity to hone current skills and build new capabilities, while discovering their genius.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.
Protecting the health and wellness of our associates and candidates considering a career at TransUnion is our highest priority. In supporting this vision, our recruitment and new hire experience for this role is fully virtual for the time being. Candidates interviewing will get to know our team over the phone and video, and this role will operate virtually upon hire until we return to the office. Even though we’re not physically together right now, our goal is to provide you a supportive candidate and new hire experience that will immerse you in our culture and set you up for success at TransUnion.
Focus of the Role:
The Senior Digital Account Manager role is focused on ensuring customer success for the Insurance Marketing Services (IMS) sales team’s new and existing digital solution client base. This role serves as the principal, day to day, client point person and program coordinator once contracts for TransUnion digital solutions have been executed; specifically, onboarding new clients and launching, monitoring, optimizing, troubleshooting and reporting on program engagements.
The ideal candidate has proven success in a senior level account management role (aka customer success) in the digital marketing, martech and adtech industry. This individual is comfortable operating and collaborating across multiple work teams in a matrix environment to execute TransUnion digital and platform solutions with excellence and to meet or exceed IMS customer needs. At the same time, this individual is always looking to build repeatable processes and eliminate data errors, while remaining creative and adaptable in client approach.
The ideal candidate is customer success focused, very detail-oriented, able to juggle several projects simultaneously and articulate best practices and value propositions for TransUnion’s suite of credit and non-credit based digital and omnichannel solutions (i.e., email, social, display, addressable TV, direct mail, TruAudience Platform). This individual is adept at expanding relationships across a client organization, in concert with the sales team, to open up additional opportunities for TU business growth and identifying any threats from a competitive standpoint.
The Senior Digital Account Manager communicates proactively with both internal and external customers to manage expectations and make informed recommendations based on client needs or challenges. The ideal candidate thrives on working in a dynamic, start-up environment and is motivated to take charge and orchestrate every aspect of customer success to help the team and company win.
What You'll BringA minimum of 7 years’ experience in a digital or omnichannel customer success manager or account manager role with a digital marketing, martech, adtech and/or data activation firm. Related Insurance/FS client experience preferred.
Demonstrated competency in proactively managing digital and omnichannel campaigns (i.e., email, direct mail, social media, display and addressable TV) across multiple relationships simultaneously
Excellent mid-tier and top-tier client customer relationship management skills with a proven ability to develop, retain and expand relationships
Proven competency leveraging the use of digital data (credit and non-credit) and digital advertising for full-funnel marketing campaign objectives
Proven experience managing large campaign budgets ($500K to 1.0MM+)
Proven experience achieving significant improvements in results by devising and implementing innovative campaign strategies and ideas
Familiarity with audience modeling and analytics platform tools (ex. Google Analytics) and how they may be used to optimize digital and integrated marketing program performance
Strong project management, planning and organizational skills with high-level attention to detail
Excellent written communication and presentation skills and ability to deliver clear concise ideas to internal and external client stakeholders
Superior analytical, problem solving and critical thinking skills
Highly numerate, curious and passionate about delving into and drawing insight from data and results
We'd Love to See:
Exceptional work ethic and the willingness to go above and beyond to get the job done while maintaining a supportive, empowering and positive attitude
Able to work both on own initiative and collaboratively as part of a team
Ability to meet client deadlines and remain calm under pressure
Able to recognize when services provided by other business units could benefit the client
Experience working in startups and matrix organizations a plus. Comfortable identifying and improving processes
Bachelor's degree from an accredited college or university
Impact You'll MakeThe Senior Digital Account Manager reports directly into the IMS Vice President of Sales and indirectly into the Marketing Solutions Director of Account Management. This role works directly with the IMS team’s Sales Directors and Major Account Executives (MAEs) to onboard, coordinate, and manage all account activity and ensure customer success during contractual trial or proof of concept periods and subsequent annual renewal or production periods. The Senior Digital Account Manager also works closely with members of the Marketing Solutions and Media Vertical Operations teams to launch, train, align, support, troubleshoot and optimize client engagements. Some of these team members include Digital Account Managers, Solution Engineers, Solutions Consultants, and Operations Manager. The role performs its functions using processes, procedures and guidelines established by the Marketing Solutions and Media Vertical Operations Teams and customer engagement processes from the IMS Sales Team.
Direct, coordinate and support market-facing teams with sales, onboarding, and integration activities
Maintain regular and relevant formal (e.g., standing meeting) and informal (e.g., weekly updates) client contact to ensure short and long term customer success
Provide timely and efficient responses to all customer queries
Communicate and evangelize TransUnion products internally and externally
Ensure that customer’s campaign reporting and measurement utilizes the right metrics and relates clearly to achievement against agreed upon objectives
Support the sales team with digital learning and best practices in the development of new or existing client proposals
Develop and implement best practices and procedures to achieve efficiency and collaboration with partners and clients
Gather product feedback from internal-facing (Operations) and external-facing (Partner Development, Customer success, & Sales) stakeholders
Document and gather product requirements in support of onboarding and integration of TransUnion solutions with partners and clients
Understand the competitive landscape so that you can collaborate with product marketing to create a differentiated positioning within a crowded space
Work with Product Operations and Client Services staff to manage timely and in-scope execution of deliverables
Meet the requirements of the Finance Department for prompt and accurate supply of information about sales, so that customers can be promptly and accurately invoiced