Customer Sucess Manager
Alpharetta, GA Hybrid (2-3 days/week on site)
1 Year Contract to Hire (ONLY looking for individuals looking for committed to multiple years/career)
Business Hours: 8am to 5pm (some rotational after hours and remote weekend work)
Required Skills & Experience:
• Experience as a Technical Account Manager or Customer Success Manager/specialist
• Experience makeing sure the customer's voice is heard and communicating updates on escalations and incidents
• Experience in using one of the following the following tools is strongly preferred (SharePoint, Splunk, Salesforce, CRM reporting tools)
• Excellent communication and interpersonal skills with a focus on written and verbal communication skills with internal and external stakeholders.
• Available for afterhours / on-call support and occasional overnight travel (3-5 times per year)
• Ability to multi-task in a priority changing environment
• Experienced in developing presentations and presenting to medium sized audiences.
• Must be client focused, proactive and thorough in resolving issues
• Must have experience in multi-tasking and prioritizing job responsibilities
• Ability to thrive and stay organized in a growing, high-energy, and fast-paced environment.
• Must be reliable, self-motivated and able to work independently
Contributes to team initiatives ensuring the new solution is designed with the customers’ needs in mind
Anticipates customer issues and questions.
Takes action to prevent customer-impacting occurrences
Job Description:
The Consultant helps to maintain and enhance the customer experience by:
• Creating Root Cause Analysis documents
• Calculating service levels and creating monthly customer metric summaries
• Providing relationship manager support for top clients
• Meeting with clients (as needed) to support any of the above.
In addition, we are looking for team members to contribute to program improvements and form strong collaborative relationships with Sales, Product, Legal, Compliance, and other key teams.
Basic Accountability Statement
The Consultant role is an advanced position which has the following behaviors and responsibilities:
• Accountable for own responsibilities and workload
• Strong organization and prioritization capabilities
• Creates formal customer facing communications summarizing technical events
• Works with Legal and TransUnion technical teams to finalize formal communications
• Distributes communications to Transunion sales and customer contacts
• Provides intra-incident communications to TransUnion customer base providing status of an on-going event
• Communicates complex technical events in a high level customer appropriate manner
• Joins and gathers pertinent details from technical bridge calls / problem review meetings
• Responds in timely manner to support related inquiries
• Provides 24x7 on-call support (as part of a larger on-call rotation)
• Creates customer facing reports summarizing customer processing statistics, system availability, and listing recent events that impacted availability
• Informs customers of impactful IT events and maintains updates through resolution
• Attends customer facing touchpoint meetings to review recent support incidents (including root cause), service level / metric reports, and other items supported by this team
Compensation:
$30/hr to $35/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.
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