Customer Success Manager - REMOTE

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What We'll Bring:
At 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.
What You'll Bring:

• Proactively manage engagements and expectations with customers experiencing service issues and needs.
• Use your business acumen, program management, organizational change management, and communication skills to problem solve and challenge the status quo,
• Help customers realize sustained business value by collaborating closely with the Training and Development Director to accelerate customer adoption through education and enablement.
• Maintain expertise on all solutions and systems under the Global Fraud Solutions group.
• Analyze cases to isolate issues or trends and apprise leadership with creative solutions to minimize or eliminate concerning patterns or trends with an aim to improve efficiencies
• Handle various escalated issues from internal and external customers and work cross-departmentally (sales, solution architecture, product development, and professional services) to address concerns in a professional and timely manner
• Actively seek responsibility and takes pride in delivering the highest quality results and recommendations to our customers
• Foster an exceptional and inclusive work environment by establishing team priorities and objectives, developing staff through regular feedback, coaching, monitoring, and performance reviews.
• Translate company goals into functional department and individual career goals and provide support and guidance to employees.

Qualifications:

• Bachelor's degree in business, finance or computer science and/or the equivalent work experience.
• 7+ years experience in a customer facing role (e.g, consulting, success, risk, call center, marketing) with 5+ years team leadership experience
• Proven ability to support strategic data products and solutions with high aptitude for learning new technologies
• Exceptional analytical and quantitative skills and ability to structure analyses to form data-driven solutions to ambiguous customer challenges.
• Strategic and mental agility, works well under pressure in a fast-paced and high energy work environment. Ownership mindset with commitment to quality and exceptional attention to detail
• Superior interpersonal and leadership skills with a passion for service
• Willingness to work a flexible schedule to accommodate incidents and global time zones. Some overnight travel could be required.
• 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. Knowledge of REST principles, Web services, JavaScript and HTTP . Familiarity with Salesforce.com or similar CRM system

We'd love to see:

• Experience managing a fraud team/global team.
• 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
• Advanced skills with MS Word, Excel, and PowerPoint
• Fluency in Spanish, Portuguese or French

Impact You'll Make:
As the Manager of Customer Experience for the Global Fraud Solutions group's Customer Success team, you and your team play a key role in ensuring global solutions are performing to their stated service level agreement (SLA) standards by assessing service statistics and preparing detailed reports, managing and tracking issues to ensure accurate and complete resolution, handling first line support for day-to-day operational and technical questions for our standard support customers. Through inspirational thought leadership, customer advocacy, and strong partnerships internally and externally, this role will liaise with various TransUnion product management team, development teams, internal business development team and our Global Fraud Solutions customers to champion the best end to end experience and outcomes for this customer segment.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.
During the COVID-19 pandemic, TransUnion has several safety protocols in place to protect associates, customers, and visitors. You may be required to be fully vaccinated against COVID-19 as a condition of employment and/or to participate in certain work-related activities. Exemption is available to qualified candidates as a reasonable accommodation.
TransUnion's Internal Job Title:
Manager II, Customer Experience