Job Description
We seek a Customer Success Director and Team Lead to permanently join the Experian Data Quality (EDQ) Team. This is a brilliant opportunity for someone who has a real interest in developing client relationships and understanding customer challenges to ensure Experian continues to deliver value to our client base. The role also involves managing a high-performing team of Customer Success Managers and helping shape the team's future strategy to provide excellent retention and customer service.
Retention of the current customer base and maintaining contracted revenue is a very significant part of the Experian Data Quality business's growth plans. You will be an integral part of the management team. You will be the key representative of the Customer Success Team with our customers and other parts of the Experian business.
In addition to focusing on the retention of relationships within our strategic key client base, we seek someone who can lead a successful Customer Success Midmarket Team to achieve more through continuous development. As the EDQ business continues to experience an exciting time of change and projected growth, the Customer Success Team must evolve to ensure customers are onboarding correctly and continue to receive value from our strategic solutions. In addition, the team will need to manage the significant run rate business from our SME customer base.
Qualifications
We seek a highly motivated and experienced Customer Success Leader; you will manage a portfolio of strategic accounts, drive customer satisfaction, and ensure our clients' long-term success and retention. You will lead a team of 5-7 Customer Success Managers and support an outsourced third party who manages our SME client base.
The role includes retaining our client base with customers across multiple verticals and ensuring high customer satisfaction.
Reporting into the Head of Customer success you will be responsible for:
1. Reporting individual and team retention performance to the Head of Customer Success weekly and monthly, ensuring the team keeps CRM up to date
2. Build and maintain strong relationships with key stakeholders at client organisations, including executives, decision-makers, and end users
3. Identifying cross-sell/upsell opportunities within your portfolio
4. Acting as a point of escalation or as a sponsor to a few of our clients
5. Working closely with our operational and support teams to ensure systems clients continue to receive service from our solutions at the point of renewal
6. Working with managers from across the EDQ and wider Go-To-Market business to ensure a joined-up approach that delivers the best outcome for our joint clients
7. Coaching and mentoring a team of Junior Customer Success managers to help them develop both their commercial & customer service skills
8. Ensuring the team drives leads for the new business team through cross-sell and upsell opportunities to support the growth of EDQ
9. The EDQ performance and tactical plans about customer satisfaction, most notably the annual NPS survey
10. Effectively managing stakeholder relationships across the business with multiple departments such as marketing, finance, and product management, as well as other regions
Additional Information
Benefits package includes:
11. Hybrid working
12. Great compensation package and discretionary bonus plan
13. Core benefits include pension, bupa healthcare, sharesave scheme and more
14. 25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave.
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