Customer Success Leader, Unemployment Management

Company Description

Ready to make a difference? Experian has evolved into a global tech company in data and analytics. We're passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses and society. We're a member of the FTSE 30 and for more than 125 years we've helped economies and communities flourish – and we're not done.

Discover the Unexpected - Our 22k amazing employees in 30+ countries believe the possibilities for you, and the world, are growing. We're investing in the future, through new technologies, accomplished people and new ideas so we can help create a better tomorrow. To do this we employ 'big-thinkers' that share our purpose #uniquelyexperian

Job Description

Role Summary

We would love you to join us at Experian in helping us to shape the future of employer services for Human Resources compliance and outsourcing. We are looking for an Unemployment Management Customer Success Leader. The UM Customer Success Leader aligns multiple teams to exceed client needs. Using their expertise, experience, and judgment, the Unemployment Management Customer Success Leader creatively builds client-centric approaches that solve client problems and deliver optimized results to EES UM clients. We are looking for a candidate who is prepared to lead an expedition that brings our service philosophy to our UM clients. This will require the wisdom to navigate leaders and pilot your team all while remaining comfortable with high levels of complexity. As the ideal candidate, you'll have experience transforming a department while encouraging others, retaining clients, and growing revenue. Depending on your approach, this may require influencing with insights, process engineering, mentoring, and storytelling with data. You'll partner with multiple organizations, including with Product, Software Engineering, Client Operations, Implementation, and Data Services to ensure EES delivers on our client commitments. You will report to our VP, Customer Success. This position is remote-friendly.

You are:

Wise: creative, loves learning, looks for multiple perspectives, exercises judgment, you know what matters

Curious: asks why, questions traditional approaches, creates meaning for themselves and others

Focused: optimistic about what can be; delivers

Knowledge, Skills and Experience

• You love managing a team
• You enjoy building complicated client programs
• You communicate about insights and action items
• You appreciate and enjoy constantly evolving environments
• You set expectations and reliably meet those expectations

Key Responsibilities

• Manage group of Customer Success Managers focused on client value realization, including performance optimization
• Consult with steering committee on business transformation
• Collaborate cross-functionally to solve problems and provide solutions to CSMs and clients
• Challenge the market by bringing unique insights to our UM clients
• Acting as escalation manager for UM client issues
• Solution cross-functionally to solve UM client issues

Qualifications

Qualifications

• You earned your stripes (8+ years providing UM service to clients)
• You developed strategies, adapted them, failed, grew, and remained resilient
• You developed a championship caliber team that delivered impactful results to clients

What you'll bring

The Customer Success Leader for Experian's Unemployment Management business will make a meaningful effect. We are set to transform what unemployment clients should expect from their vendor by bringing unique insights and changing how value realization works in the UM industry. As a leader, this role will directly influence change management for our clients and employees while also operating as the voice of the customer.

Perks

• Great compensation package and annual performance-based bonus target of 15%.
• You begin accruing 3 weeks of vacation per year starting on your first day
• 401K with a 4% company match with immediate vesting.
• Comprehensive health, dental, and vision plans.
• 5 sick days each calendar year.
• 12 paid company holidays and 2 paid volunteer days.

Additional Information

Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

#LI-Remote