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Customer Success Manager for Unemployment Solutions
2 months ago
Position Summary
At Experian, we are dedicated to revolutionizing employer services in the realm of Human Resources compliance and outsourcing. We are seeking a Customer Success Manager specializing in Unemployment Management.
This role is pivotal in aligning various teams to surpass client expectations.The Unemployment Management Customer Success Manager utilizes their knowledge, experience, and discretion to develop client-focused strategies that address challenges and yield enhanced outcomes for our EES UM clients.
We are in search of a candidate ready to spearhead an initiative that embodies our service philosophy for our UM clientele.
This position demands the acumen to guide leaders and direct your team while adeptly managing high levels of complexity.
As the ideal candidate, you will possess a track record of transforming departments while fostering client retention and revenue growth. Depending on your strategy, this may involve influencing through insights, process optimization, mentoring, and data-driven storytelling.You will collaborate with various departments, including Product, Software Engineering, Client Operations, Implementation, and Data Services, to ensure that EES fulfills its commitments to clients.
You will report directly to the VP of Customer Success. This role supports remote work arrangements.Key Attributes:
Insightful:
You are creative, eager to learn, consider multiple viewpoints, exercise sound judgment, and understand what is essential.
Inquisitive:
You question the status quo, seek to understand underlying reasons, and derive meaning for yourself and others.
Goal-Oriented:
You maintain an optimistic outlook on possibilities and consistently deliver results.
Essential Skills and Experience:
- Passionate about team management
- Skilled in developing complex client programs
- Proficient in communicating insights and actionable items
- Thrive in dynamic environments
- Set clear expectations and consistently meet them
Core Responsibilities:
- Oversee a team of Customer Success Managers focused on maximizing client value and performance
- Advise steering committees on business transformation initiatives
- Collaborate across functions to address challenges and provide solutions to CSMs and clients
- Offer unique insights to challenge the market for our UM clients
- Serve as the escalation point for UM client concerns
- Develop cross-functional solutions to resolve UM client issues
