Customer Success Manager, Unemployment Management

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Role Summary

We would love you to join us at Experian in helping us to shape the future of employer services for Human Resources compliance and outsourcing. We are looking for a Customer Success Manager in our Unemployment Management business. The UM Customer Success Manager works with clients to onboard them to service, provide data insights for performance opportunities, and address any client problems. We are looking for a candidate who is eager to creatively solve client problems and act as our client's trusted advisor in unemployment matters. This will require experience with anticipating problems and solving them before they happen. Experience with change management. You'll have a track record growing loyal clients who trust you to advise them on their unemployment program. Your approach includes expectation setting, responsiveness, effective decision-making, and upholding 100% of your commitments. You'll partner closely with industry Unemployment Management leaders in multiple organizations including Product, Client Delivery, Implementation, and Data Services to ensure client satisfaction. You will report to Customer Success Leader. This position is remote-friendly.

A successful candidate is:

• Communicative: high verbal comprehension skills, wants to align participants, sets expectations, and maintains documentation
• Curious: asks why, questions traditional approaches, seeks to understand various perspectives, creates meaning for yourself and others
• Focused: optimistic about what can be; delivers

Knowledge and Experience

• You excel in evolving environments
• You anticipate obstacles
• You manage timelines
• You set expectations
• Experience communicating the value of the product and its features to customers
• You interpret data analyses and present professional content to team members

Key Responsibilities

• Ensure client adoption and performance optimization of UM solution
• Consult with clients on UM best practices
• Identify client concerns by proactively thinking about and/or working with clients
• Solve client problems within established SLAs
• Cross-collaborate with Sales, Implementation, Solutions, Product, and Data Operations to ensure we deliver on 100% client commitments

Perks

• Great compensation package and annual performance-based bonus target of 10%
• You begin accruing 3 weeks of vacation per year starting on your first day
• 401K with a 4% company match with immediate vesting.
• Comprehensive health, dental, and vision plans.
• 5 sick days each calendar year.
• 12 paid company holidays and 2 paid volunteer days.

Qualifications

• You earned your stripes (5+ years in Unemployment Management, bachelor's degree)
• You create loyal clients by being a trusted advisor solving their problems

Our uniqueness is that we truly celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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