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Job description

#LI-SB1
Operational

- Excellent product and Client understanding including trends (market access, technologies, etc.) and key decision makers, with the ability to maximise value and adoption across the portfolio
- Build strong, subject matter relationships across the client
- Be the subject matter bridge between sale and post-sale
- Adopts a well-considered strategic focus to ensure the client maximises ROI
- Meet or exceed minimum published GTM Customer Success benchmark standards
- Work across the Client Leadership Team to ensure all members are clear on Client Strategy and working towards common goals
- Develop a long term client relationship outside of the sales cycle through helping the client to maximise value from the products and propositions purchased to generate a significant ROI.
- Ensure that good client outcomes are at the centre of the decision making, and where B2B2C decisions are required the consumer journey is also factored in
- Promote the development of client relationships and seek to exceed client's expectations
- Drive usage and increase proficiency of client's using Experian's solutions through effective training and application of initiatives
- Work as the escalation point for the client, driving the resolution internally
- Execute strategies to drive results in key KPIs such as Adoption and Usage rates, Client Advocacy rates (NPS), Renewals and CSAT

Strategic

- Work with GTM organisation to ensure they are pro-actively engaging the client with regards to renewals
- Track adoption and ensure client feedback is received by the relevant product organisation
- Works closely with Strategic Client Director to implement a documented strategic plan that aligns to both the client and Experian's objective

Performance Management

- Understand and participate in Performance for Growth ensuring stretching personal objectives, a personal development plan and regular self and team feedback
- Comply with the Training and Competency requirements and complete required training in a timely manner
Regulatory, Governance and Control
- Adhere to all regulatory requirements within area of responsibility and escalate issues quickly
- Pro-actively identify risk within the client and take steps to mitigate these
- Ensure Experian policies are adhered to within the Client when representing Experian
Qualifications

- Educated to degree-level or equivalent
- Continued professional development at a high level

Experience

- Business and commercial experience gained in a complex, matrix environment.
- Experience within business strategy or consulting roles or customer success
- Relevant experience of:
- Sales, Marketing, Commercial, Product and Business Development
- Current technologies and their business application
- Products and systems needed to deliver effective service to customers
- Risk management practices and processes
- Strong awareness of the client market space and current client goals in this area
- Creative & strategic thinker
- Strong change management capability
- Experienced in identifying and forming strong -alliances and ability to create partnerships with clients, stakeholders and teams • Clear and adept communication skills at all levels, internally and externally • Results-orientated
- Experience working in a client facing environment, driving long term partnerships and success

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