Customer Success Manager

Summary about this job

Detail information about job Customer Success Manager. Terms and conditions vacancy

As Customer Success Manager in DAS (Digital Audience Solutions), you will be responsible for working closely with our Key Account teams to demonstrate and realise the value of Experian’s data and services within our largest Targeting clients. Ideal candidates will have experience working with direct advertisers and media agencies to educate, implement and activate data driven decisions that deliver outcomes and meet client objectives.

This role will be joining Experian’s fastest growing division in APAC and will be responsible for building and developing strong relationships with 6-8 of our largest clients that currently utilise our linkage, demographic and sociographic data to target their customers and prospects in digital environments.

Experian have built strong relationships in our largest accounts however we feel we can deliver a greater customer experience, resulting in better outcomes to both parties. Your goal is to work with Key Account team to increase Experian’s support in these accounts, drive extra value from their existing investment and help identify where the relationship can be deepened further. The success of this role is dependent on your ability to use your experience to position Experian as an important partner whose services are crucial to meeting their business objectives.

An enthusiastic approach to building long term and sustainable relationships with major advertisers and agencies is crucial to deliver the experience we want to our most important clients.

Essential Duties and Responsibilities

• Act as a Strategic Partner to our Key Accounts to ensure they are maximising the value they receive from their existing and future investments in Experian products and services.
• Become an expert in Experian data solutions for large advertisers to make recommendations quickly to suit varying client needs
• Own the day to day relationship with key stakeholders to ensure the efficient implementation and ongoing usage of our services to deliver predefined objectives. 
• Understand the goals and objectives of the Key Accounts and their stakeholders to align our services where relevant.
• Identify opportunities and implement initiatives to broaden the partnership where possible and grow revenue. This includes training and consulting partners to achieve improved results when utilising Experian data
• Operate as the lead for strategic challenges and opportunities within your Key Accounts.
• Identify opportunities to improve Experian products and client experience through thought leadership.
• Use existing knowledge and information gathered from our Key Accounts to input in to Experian’s digital strategy to expand our offering or protect our position in market.
• Communicate the progress of monthly and quarterly initiatives to internal stakeholders, integrate feedback and adjust plans accordingly
• Work cross-functionally with Experian Sales, Product, Marketing, and Analytics teams to increase Experian revenue and client engagement
• Safeguard the company’s assets, data, materials, equipment and sensitive documents

Key Results Areas

• Share responsibility for the annual revenue growth within allocated clients through the Key Account team. 
• Manage the implementation of new projects within agreed timeframes and standards at a minimum.
• Increase customer satisfaction and engagement measured through direct feedback like NPS.
• Work with Manager to formulate a “Performance for Growth” development plan that addresses key performance metrics and behaviours
• Contribute in the promotion of Experian solutions via marketing events, promotional seminars etc.
• Ensure the company’s good name and reputation remains intact at all times
• Demonstrate commitment to achievement of team objectives by identifying and acting on ad-hoc and on-going opportunities for providing support to other team members
• Manage own performance and take responsibility for self-development in line with Company objectives
• Lead by example, participate, and encourage team mates
• Punctual, displays strong time management skills

   

Knowledge, Experience and Qualifications

Knowledge

• High levels of business acumen.
• A solid understanding of the use of data in marketing and across digital environments.

Experience

• 4+ years of experience in account management, customer success, consulting, digital marketing or project management.
• Proven track record of over-achievement
• Proven track record of strong relationships with clients built through credibility and exceeding expectations
• Outstanding organisation, communication and presentation skills
• Ability to prioritise and manage tasks in a fast-paced environment
• Exceptional problem solving and analytical skills
• Ability to adapt to change as well as cope with uncertainty and risk

   

Qualifications

• University Qualified (preferred)