At a Glance
- Tasks: Manage client relationships and drive customer success through tailored account plans.
- Company: Join Experian, a global leader in data and technology with a people-first culture.
- Benefits: Enjoy hybrid working, competitive pay, uncapped commission, and generous leave policies.
- Other info: Be part of an award-winning workplace that values diversity and inclusion.
- Why this job: Make a real impact by helping clients improve their data quality and business outcomes.
- Qualifications: Experience in account management or customer success in a B2B environment is essential.
The predicted salary is between 63000 - 77000 £ per year.
- Department: Sales & Business Development
- Schedule: Full Time
- Company Description
Experian is a global data and technology company, powering opportunities for people and businesses around the world.
We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more.
Experian invests in people and new advanced technologies to unlock the power of data.
We have an amazing team of 25,200 people in 32 countries.
Job Description
We are looking for a Senior Customer Success Manager to join our UK EDQ Customer Success team, focused on retaining relationships with our customers.
As the Data Quality arm of Experian, we help organisations improve the quality of data across their business and throughout the data lifecycle.
Experian Data Quality supports clients across multiple industries.
We achieve this support through a combination of market-leading technology, trusted reference data, and expert consulting services.
The goal of this support is to drive efficiency, improve customer experiences, and deliver better outcomes.
Reporting into the CSM Team Manager, you will be the main contact for existing clients within your portfolio.
You will combine account management, customer success, and commercial skills to maximise client value, retention, and growth.
You will focus on securing high levels of business, identifying cross-sell/upsell opportunities and delivering excellent customer service.
Specific areas of focus within your role will be
- Deliver and exceed your retention targets.
- Forecast on a rolling 3 month basis and delivering against forecast accuracy expectations.
- Develop relationships with key stakeholders at client organisations, including executives, decision makers and end-users, through email, telephone and face-to-face meetings.
- Understand a client's goals and challenges, developing tailored account plans to address their needs.
- Articulate product value: understanding and communicating the features, benefits and unique selling points of Experian's Data Validation & Data Management solutions, and how these deliver value for your clients.
- Uncover cross-sell/upsell opportunities within your portfolio by conducting client meetings aimed at identifying customer needs and pain points.
- Collaborate with colleagues in the EDQ department to deliver customer satisfaction and revenue growth.
- Use Salesforce CRM to support your client engagement and manage your daily activity.
- Identify, recording and managing potential renewal risks to achieve your risk retention target.
- Lead the resolution of any client issues.
- Contribute to EDQ's NPS target. Be the voice of the customer internally, providing feedback and insights to inform product development, marketing, and sales strategies.
Qualifications
- Experience Account Management, Customer Success, or Customer Retention roles within a B2B environment, with experience achieving revenue, retention, and growth targets.
- Strong relationship management skills, with experience engaging and influencing senior stakeholders through regular reviews.
- Excellent negotiation, objection handling, and commercial skills, with the ability to manage renewals, identify growth opportunities, and maximise account value.
- Additional Information
Benefits package includes
- Hybrid working - 40% office based
- Great compensation package and uncapped commission
- Core benefits include Pension, Bupa healthcare, Sharesave Scheme and more
- 25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave.
Our uniqueness is that we celebrate yours.
Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces 2025 (Fortune Global Top 25), Great Place To Work in 26 countries to name a few.
Check out Experian Life on social or explore our Careers Site to understand why.
Experian is also proud to be an Equal Opportunity and Aff… If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
- Grade: F/EB10
- #LI-GN1 #LI-Hybrid
- Experian Careers - Creating a better tomorrow together
- Experian Careers - Creating a better tomorrow together
- #J-18808-Ljbffr
Customer Success Manager employer: Experian
Experian is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for professionals looking to make a significant impact in the field of engineering. With a strong focus on employee growth, you will have access to continuous learning opportunities and the chance to lead cutting-edge projects in AI and cloud technologies. Located in a dynamic environment, Experian offers competitive benefits and a supportive atmosphere that encourages work-life balance and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Experian. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Experian before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Experian:Your cover letter is your chance to shine! Tell us why you want to work at Experian specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Experian!
How to prepare for a job interview at Experian
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
