Customer Success Consultant, Experience Team, - Johannesburg, South Africa - TransUnion LLC

Description

What We'll Bring:

As a Customer Success Experience 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.

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 these 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 in order to accommodate special meeting requests, trainings and demonstrations for customers in different time zones

Advanced skills with MS Word, Excel, and PowerPoint

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.

We'd love to see:

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 Databricks

Impact You'll Make:

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 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.

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.

It is a requirement of the Global Capability Centre Africa that you reside in a home that is fibre ready; and has space for you to be able to work comfortably and confidentially on a day-to-day basis for the purpose of your proposed employment. You can be based anywhere in South Africa and will not be able to work in a location outside of South Africa.

A Minimum of a 100 Meg Fibre line is required, should you be successful, you will need to upgrade your line in order to work effectively.

TransUnion Job Title

Consultant, Consumer Experience