This is an exciting and fast-paced client facing opportunity within our growing Data Quality business. Experian places clients and consumers at the heart of everything we do. We help them to make the most of their data and realise their ambitions by enabling quicker, smarter decisions using our technology, data, analytics and expertise.
Our Customer Success team play an integral part in maintaining and growing our clients across ANZ. They advise and guide a wide variety of clients who are using Experian products, from the point of sale onward. They ensure our clients adopt our data and solutions widely within their business and are continually driving additional value. Our CSM's build genuine and authentic relationships with our clients by working strategically in partnership to discover their business needs and challenges. They facilitate training and workshops to ensure clients understand how their solutions those challenges and have regular correspondence with the business stakeholders to ensure that value and expansion is being driven.
What you'll need to bring to the party
- Authenticity, to build genuine and productive relationships with our clients by working strategically to discover their business needs and challenges
- Confidence and strong interpersonal skills to ensure clients understand how Experian technology, data and expertise can solve their challenges and help them achieve value and drive user adoption
- You'll demonstrate 5 key attributes: executive presence, commercial acumen, drive, client centric mentality and a strong cultural fit to Experian
What you'll be doing
- Relationship Management: Build and maintain strong, long term partnerships with key clients
- Strategic success planning – Develop tailored success plans aligned to the customer goals and business outcomes
- Become a Trusted Advisor for our clientsand the Voice of our Customer across the different teams within Experian.
- Increase and track adoption of Experian Data Quality solution including the expansion of use cases through expanded networking within your accounts.
- Executive communication: present business reviews and success metrics to senior stakeholders
- Strong commercial focus on retention and growth
- Risk Management: Identify potential churn and implement mitigation strategies and action plans.
- Develop a trusted advisor relationship with key stakeholders and exec sponsors
Advocacy and feedback: Champion customer needs internally and encourage advocacy through case studies and references.