SaaS Customer Experience Consultant

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As a Saa S – Customer Success Consultant you own first line support for day-to-day operational and technical questions for our standard support customers.

You 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.

You provide expertise across our fraud and identity platforms and services and are a resource to customers to identify creative and efficient solutions to their objectives.

This is a remote position which may require occasional in‑person attendance at work‑related events at the discretion of management.

• What You’ll Bring
• Inspire customer confidence through timely and reliable communication and project management.
• Lead and deliver customer initiatives and manage all phases of a customer project lifecycle to ensure successful project delivery.
• Respond to customer tickets within department service level agreements.
• 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.
• Represent the voice of the customer to inform our sales process and product roadmap to drive solution and feature innovations.
• Provide operational support, for the customers under your management, for all issues related to our platforms and solutions.
• Actively seek responsibility and take pride in delivering the highest quality results and recommendations to our customers.
• Effectively integrate, motivate and build relationships with cross‑functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.

Qualifications

• Bachelor’s degree in business, finance or computer science or the equivalent plus 3+ 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 those areas.
• 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 to accommodate special meeting requests, trainings and demonstrations for customers in different time zones.
• Advanced skills with MS Word, Excel and Power Point.
• Ability to communicate complex ideas effectively – both verbally and in writing in English throughout all levels of an organization.
• Ability to effectively work with remote teams.
• Availability for some overnight travel and on‑call rotation.
• Ability to make decisions guided by policies, procedures and business plans with limited guidance.
• Impact You’ll Make
• Consultancy and Customer Success experience.
• Fraud management or identity and access management experience.
• Exposure to the financial services or insurance industries.
• Knowledge of Trans Union’s fraud and identity product and services.
• Preferred fluency in Spanish, Portuguese.
• Working knowledge of JSON, Tableau, Looker and/or Databricks.
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