At TransUnion, we strive to build an environment where our associates are in the driver's seat of their professional development, while having access to help along the way. We encourage everyone to pursue passions and take ownership of their careers. With the support of colleagues and mentors, our associates are given the tools needed to get where they want to go. Regardless of job titles, our associates have the opportunity to learn new things and be a leader every day.
Come be a part of our team - you'll work with great people, pioneering products and cutting-edge technology.
As the Director, Customer & Partner Success Consultancy you manage a team of Solution Architects, Customer Success Consultants and Advisors both who report directly to you and who are influenced by your policies and procedures within a matrixed organization. These consultants and advisors serve as the primary interface for operational teams within our premium and strategic customer base. In this role you will work with the Leader of Customer Success and cross functional team members, including the Director of Customer Experience and Incident Management to develop and execute programs that drive retention, growth, and advocacy through successful product use and operational relationship management. You will manage and oversee customer health, as well as provide for the successful use of products and services. You will work with the consultants and advisors on success plans, identify risks, handle escalations and assist with complex discussions. You are a trusted advisor for leadership on key business and operational initiatives including how we scale dedicated support of our most strategic clients. You will partner with cross-functional and regional teams to deliver a superior customer experience as "One Team"
What You'll Bring:
Bachelor's degree in business, finance or computer science or the equivalent plus 15+ years consultancy, project management, implementation management and/or fraud management experience and at least 8+ years in customer success/experience/support leadership positions
Demonstrated ability to identify opportunities and challenges; consult with the customer to develop solutions to address these areas
Proven critical thinking skills with the ability to use decisive reasoning to determine the best course of action as it relates to the department's strategy
Excellent leadership and coaching abilities
Proven ability to operate both strategically and tactically in a high-energy, fast-paced environment while getting the most out of limited resources
Excellent organizational and analytical skills necessary to develop topic-specific presentations and reports with a strong attention to detail
Effective customer-service orientation and relationship-building skills
Flexible work hours in order to accommodate special meeting requests, trainings and demonstrations for team members or customers in different time zones
Advanced skills with MS Word, Excel, and PowerPoint
Ability to communicate complex ideas effectively - both verbally and in writing - in English and the local office language(s) throughout all levels of an organization.
Ability to effectively work remotely
Availability for some overnight travel and on call escalations
Demonstration of a high degree of ownership and independence.
We'd Love To See:
Fraud management or identity and access management experience
Exposure to the financial services or insurance industries
Knowledge of TransUnion's fraud and identity product and services
Fluency in Spanish, Portuguese, French, Mandarin, or Japanese
Impact You'll Make:
We recruit for and value the following core competencies:
Thought Leadership : As a leader within our team you offer guidance and insight related to your area of expertise across the Global Fraud Solutions group and more widely within TransUnion.
Team Management : As a leader you will contribute to and foster an exceptional and inclusive work environment and build and lead a growing and distributed team of Customer Success professionals who manage strategic customer relationships and understand the customers' desired outcomes, technical landscapes, and business goals. You set expectations and goals, hold the team accountable for performance, and create a high performing team supporting career growth paths by providing 1:1 coaching and growth opportunities for team members. You will foster a culture of accountability and continuous improvement in the organization, will forecast future headcount needs and recruit for and hire high potential team members.
Process Orientation: You will define and optimize the customer lifecycle post sale for strategic and premium customers while ensuring we are using consistent processes and tools as appropriate across our cross-functional and multi-regional team. You constantly evaluate results and leverage insights to drive continuous improvement and feedback loops across the organization to continue to develop 'best practices' (e.g. client and employee post-onboarding surveys). You understand and own the metrics you are responsible for to track retention, full product adoption, and customer satisfaction. You evolve the metrics and goals as strategic direction expands and you'll evolve playbooks to onboard, train/enable, and improve processes and systems used by teams to ensure continued success. And you partner with cross-functional and regional teams to deliver a superior customer experience as "One Team"
Revenue Influencer: You protect the core value of the relationship and influence future lifetime value of customers and partners through development of enhanced customer success best practices that drive overall satisfaction and overall health scores in collaboration with Customer Success leadership
Incident Management: You work closely with the Customer Experience & Incident Management team to ensure incident escalations requiring your team's expertise are handled in accordance of set standards and customer satisfaction. This will require working across functional areas and regions to achieve desired results.
Advocacy: Inspire customer success across the company and represent the voice of our strategic customers to inform our sales process and product roadmap to drive solution and feature innovations
Mentorship: As the Director of Customer Success Consultancy you are expected to not only have a tremendous impact in transforming our business, but also have a leading role in mentoring and coaching junior teammates to engender effective contribution to TransUnion's solutions.
Passion: Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.
Team Player: Effectively integrates, motivates and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.
During the COVID-19 pandemic, TransUnion has several safety protocols in place to protect associates, customers, and visitors. You may be required to be fully vaccinated against COVID-19 as a condition of employment and/or to participate in certain work-related activities. Exemption is available to qualified candidates as a reasonable accommodation.
TransUnion is a global information and insights company that makes trust possible between businesses and consumers, by ensuring that each consumer is reliably and safely represented in the marketplace.
We do this by having an accurate and comprehensive picture of each person.
This picture is grounded in our legacy as a credit reporting agency which enables us to tap into both credit and public record data; our data fusion methodology that helps us link, match and tap into the awesome combined power of that data; and our knowledgeable and passionate team, who stewards the information with expertise, and in accordance with local legislation around the world.
Because of our work, organizations can better understand consumers in order to make more informed decisions, and earn their trust through great, personalized experiences, and the proactive extension of the right opportunities, tools and offers. In turn, consumers can be confident that their data identities will result in the opportunities they deserve.
We make trust possible, so businesses and consumers can transact with confidence and achieve great things. We call this Information for Good®—it’s our purpose, and what drives us every day.