Sr Customer Success Consultant

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What We'll Bring:

At TransUnion, we strive to build an environment where our associates are in the driver’s seat of their professional development, while having access to help along the way. We encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day.
Come be a part of our team – you’ll work with great people, pioneering products and cutting-edge technology.

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

• Advanced skills with MS Word, Excel, and PowerPoint

• Fluency in Spanish or Portuguese (Preferred)

We’re also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we’re happy to support your development in: 

• Consultancy and 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

• Working knowledge of JSON, Tableau, Looker and/or Big Query

Impact You'll Make:

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 and position yourself as a trusted advisor to their teams. 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.

• 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.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion’s Employee Resource Groups. Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.

Pay Scale Information :

The U.S. base salary range for this position is $82,700.00 - $120,000.00 annually. *The salary range for this position reflects a reasonable estimate of the range of compensation for this job. At TransUnion, actual compensation is based on careful consideration of additional factors such as (but not limited to) an individual’s education, training, work experience, job-related skill set, location, and industry knowledge, as well as the scope and responsibilities of the position and market considerations.

Regular, fulltime non-sales positions may be eligible to participate in TransUnion’s annual bonus plan. Certain positions may be also eligible for long-term incentives and other payments based on applicable company guidance and plan documents.

TransUnion's Internal Job Title:

Sr Consultant, Customer Experience