Company Overview
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to accomplish their financial goals and help them save time and money. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more industry segments. We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.
Job Description
The Operations and Client Support Executive plays an important role in ensuring the success of the Customer Success and Sales teams by providing smooth and efficient operational support. Reporting to the Head of Customer Success and Operations, you will be central to maintaining high levels of service delivery and internal coordination, being a bridge between customer-facing teams and internal processes. You will manage important administrative functions, supporting customer interactions, and driving operational efficiency.
Responsibilities
* Administrative Support Provide critical administrative assistance to the Customer Success and sales team, including processing orders, credits, tracking deployments, checking invoice detail and coordinating with internal departments to meet customer requirements. Help prepare sales proposals, quotes, and renewal documentation. Support the CS team in preparing customer-facing materials, reports, and presentations.
* Manage and maintain Net Promoter Score (NPS) data across customer accounts, ensuring collection and accurate recording. Monitor NPS trends and identify patterns in customer feedback to support proactive engagement strategies.
* Customer Engagement & Post Sale support Act as a primary contact for customers, responding to inquiries, sharing product information, and ensuring a high level of customer satisfaction. Responsibilities include preparing quotes, processing orders, and managing customer communications. Support onboarding and offboarding processes for customers and internal team members. Use the onboarding platform to ensure new customers receive the required license keys and welcome emails. Follow up with customer post-sale to ensure smooth adoption and usage of products. Support account teams in closing the loop with customers by sharing updates, resolving issues, and communicating actions taken based on feedback.
* Sales Operations Support daily sales activities by maintaining accurate sales data, generating performance reports, and contributing to strategic decision-making through data insights.
* Cross-Functional Collaboration Work with logistics, warehouse, and other operational teams to ensure accurate delivery of products and services. Facilitate effective communication between sales and other departments to streamline processes.
Qualifications
* Interact with integrity and respect with customers and internal teams, both verbally and in writing.
* Organisational Skills – Handle a variety of tasks, prioritising, and maintaining a focus on details.
* Customer Service Orientation – Demonstrate proactivity to customer needs and resolving issues.
* Technical Proficiency – Comfortable using CRM systems, order processing tools, and Microsoft Office (especially Excel and Outlook).
* Team Collaboration – Experience working cross-functionally and supporting team goals.
* Analytical Approach – Ability to interpret sales data and contribute to performance insights.
* Comfortable to navigate uncertainty and changing priorities.
Desirable
* Experience in an operations support role.
* Familiarity with contract management and customer onboarding processes.
* Understanding of SaaS or tech industry operations.
Benefits
* Hybrid working
* Great compensation and discretionary bonus
* Core benefits include pension, Bupa healthcare, Sharesave scheme and more
* 25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave.
Additional Information
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, collaboration, wellness, reward & recognition, volunteering… the list goes on. Experian's people first approach is award-winning; World's Best Workplaces™ 2024 (Fortune Top 25), Great Place To Work™ in 24 countries, and Glassdoor Best Places to Work 2024 to name a few. Check out Experian Life on social or our Careers Site to understand why.
Equal Opportunity
Experian is proud to be an Equal Opportunity and Aff… [trimmed for brevity]
Grade: F/EB10
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