Customer Success Manager

Job Description

This is an exciting and fast-paced client facing opportunity within our Go-To-Market (GTM) function in Experian Australia & New Zealand. Experian places clients and consumers at the heart of everything we do. We help them to make the most of their data and realise their goals by ensuring quicker, smarter decisions using our technology, data, analytics and expertise.

Our Customer Success team play an integral part in maintaining and growing our key clients across A/NZ. Working across our Software Solutions, Credit Bureaux, Open Banking and Fraud & ID businesses, they advise and guide clients using Experian products from the point of sale onward. The sale is the start of the relationship, not the end: our CSMs help clients adopt our data and solutions widely, realise value faster, stay healthy and renew with confidence.

What you'll need to bring to the party

• Authenticity, to build genuine and productive relationships with our clients by working strategically to discover their business needs and challenges
• Confidence and strong interpersonal skills to ensure clients understand how Experian technology, data and expertise can solve their challenges and help them achieve value and drive user adoption

Qualifications

• What you'll be doing-
• Relationship Management: Build and maintain strong, long-term partnerships with key clients as the post-sale owner of the relationship.
• Strategic success planning
• Developing tailored success plans aligned to client goals and business outcomes
• Increase and track adoption of Experian's GTM solutions. This includes the expansion of use cases through expanded networking within your accounts. Focus on executive communication by presenting business reviews and success metrics to senior stakeholders.
• Maintain a strong commercial focus on retention and growth. This involves surfacing expansion signals and passing them to the Sales / Client Executive team to close. Ensure client health and risk management by identifying potential churn early, triggering mitigation plays, and preparing the renewal story before the renewal event. Strive for operational excellence by coordinating across Sales, Product, Delivery, Support, Consulting, and Billing. This ensures commitments move forward and clients experience "one Experian".
• More About You
• Experience consists of 5+ years in Customer Success, Account Management, or client-facing roles.
• Industry Knowledge includes a background in credit data/bureaux, open banking, fraud & identity, SaaS, data, or enterprise technology solutions, which is preferred.
• We require proficiency in using a CRM platform, such as Salesforce, AI tools like Gong, Claude, CoPilot, and ChatGPT, and Microsoft Office, including PowerPoint and Excel.
• You have experience solving enterprise technology and data challenges.
• Stay up to date with industry trends, curiosity, and eagerness to learn in a fast-paced environment are essential.  

Additional Information

Benefits/Perks:

• Novated Leasing & Salary Packaging
• Great compensation package and bonus / commission plan
• Core benefits including Experian shares discount and wellness program
• Flexible work environment, hybrid model
• Flexible time off including volunteer time off, personal leaves and paid holidays
• 17 weeks of Paid Parental Leave, family care leave and up to 5 days study leave

Our uniqueness is that we truly celebrate yours. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's strong people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

#LI-Hybrid

Experian Careers - Creating a better tomorrow together

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Company Description

Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We're passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. We're a constituent of the FTSE 30 and for more than 125 years we've helped economies and communities flourish – and we're not done.

Discover the Unexpected - Our 22k amazing employees in 30+ countries believe the possibilities for you, and the world, are growing. We're investing in the future, through new technologies, experienced people and innovation so we can help create a better tomorrow. To do this we employ 'big-thinkers' that share our purpose #uniquelyexperian