What We'll Bring

As a Senior Customer Success Consultant you are an integral part of the Customer Success Team delivering critical services to our customers. You own the operational relationship with high level premium and strategic clients to support them throughout their partnership with TransUnion’s Global Fraud Solutions group. You will lead customer engagements across a range of industries and types of projects such as onboarding, training, strategic operation reviews, operational support, fraud analyses and consulting activities. You proactively lead engagements to provide best in class insights and deliverables. You provide subject matter and industry expertise across our fraud and identity platforms and services and are a resource to customers to identify creative and efficient solutions to their objectives. You are the customer’s trusted advisor and subject matter expert helping them understand our systems and take advantage of the solutions.

What You'll Bring

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

Proven experience as a consultant.

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 in order 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 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 rotation.

Ability to make decisions guided by policies, procedures and business plans with limited guidance.

We’d love to see:

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

Fluency in Spanish, Portuguese, French, Mandarin, or Japanese

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

Impact You'll Make

Engagement Management: 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. Help customers make decisions to meet their technical and business objectives by providing best practices by proactively identifying and closing gaps. Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement

Project Management: Lead and deliver strategic initiatives and customer engagements. Apply demonstrated proficiency to understand business and technical requirements to plan and manage all phases of a customer project lifecycle to ensure successful project delivery.

Subject Matter Expertise: Provide specialized expertise for all operational related initiatives for the Global Fraud Solutions group and have a willingness to learn and adapt to new skills.

Problem Solving: Identifies the most critical aspects of a problem, and guides business-focused solutions and recommendations that drive customer value. Initiates changes to project direction where required, and able to decide and act without the total picture.

Commercial Orientation: 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. Collaborate with sales to support proof of concept customers, renewals, and expansion opportunities.

Advocacy: Identify opportunities for customers to act as advocates (e.g. testimonials, case studies) for TransUnion.

Influence: Represent the voice of the customer to inform our sales process and product roadmap to drive solution and feature innovations.

Operational Support: 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.

Diverse Perspective: Brings a unique skillset or approach to the table in every customer engagement or internal activity.

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.