Customer Experience Manager

Makati City - Philippines

Monthly Salary: Not Disclosed

Posted on: 2 days ago

Vacancies: 1 Vacancy

Job Summary

TransUnions Job Applicant Privacy Notice

Personal Information We Collect

Your Privacy Choices

What Well Bring:

At TransUnion we strive to build an environment where our associates are in the drivers 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 youll work with great people pioneering products and cutting-edge technology.

Role Dynamic
As a Client Experience Manager you will be the strategic partner ensuring customers experience seamless onboarding fast time to value and sustained success. Youll work cross functionally with Sales Account Management Product Operations Engineering and Compliance to remove friction across the client journey proactively manage risk drive adoption of new features and elevate overall customer satisfaction and retention. The role blends customer success insights analysis and post sale project managementand calls for someone who is analytical empathetic and execution oriented.

What Youll Bring:

Communication & Leadership

Excellent written and verbal communication skills in English and Chinese (including Mandarin); confident with customerfacing conversations deescalations and executive briefings.
Excellent leadership stakeholder management and peoplemanagement skills; able to influence without authority and coordinate across functions.
Empathy and professionalism to handle dissatisfied users and turn around challenging situations.

Technical & Analytical

Degree in Computer Science Information Technology or related discipline.
8 years in client services account/service management or customer success within the Financial Services industry; solid exposure to FinTech preferred.
Handson experience with Salesforce (or similar CRM) to analyze health signals and craft success journeys; general knowledge of the credit consumer lifecycle.
Experience managing compliance and audit exercises/programs.
Advantageous: familiarity with Cloud APIs microservices and ITIL Service Management practices.
Strong problemsolving and critical thinking; able to distill complex issues identify root causes and drive corrective actions.

Execution & Ways of Working

Excellent organizational and timemanagement skills; comfortable managing multiple projects and stakeholders.
Selfmotivated resilient under pressure and able to go the extra mile to deliver outcomes.

Impact Youll Make:

Customer Retention & Churn Management

Proactively identify churn risks using data insights and customer signals engaging early to resolve issues before they escalate.
Strengthen customer relationships through consistent valueled engagement focused on longterm partnership and trust.

Accelerated Onboarding & TimetoValue

Lead customers through a minimal viable onboarding (MVO) path that reduces friction and enables faster product activation.
Own and align customer SLA requirements with internal delivery capabilities; monitor and escalate risks to ensure timely delivery.

Product Adoption & Customer Education

Conduct personalized strategy and enablement sessions that guide customers toward effective product use and measurable outcomes.
Provide continuous education and drive awareness of new features ensuring customers fully leverage product capabilities.

Customer Feedback & Insights

Run active and passive feedback programs to gather insights on user friction satisfaction and attrition drivers.
Analyze and consolidate feedback into actionable recommendations for Product Operations and Leadership to improve the customer journey.

Strategic Partnership & Customer Needs Alignment

Collaborate closely with Sales and Account Managers to understand customer objectives intended use cases and success requirements.
Coown customer success journeys and support the creation and execution of account plans including QBR/EBR content.

PostSale Project Management & Delivery

Manage all postsale deliverables including usage analysis reporting troubleshooting and customer issue resolution.
Coordinate crossfunctional teams to remove blockers resolve queries and ensure smooth client onboarding and ongoing engagement.

Stakeholder Communication & Escalation

Provide structured updates and clear communications to internal and external stakeholders including executivelevel summaries.
Escalate risks and challenges with solution options ensuring rapid problem resolution and minimal customer impact.

This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

TransUnions Internal Job Title:

Manager I Customer Engagement

Required Experience:

Manager

TransUnions Job Applicant Privacy NoticePersonal Information We CollectYour Privacy ChoicesWhat Well Bring:At TransUnion we strive to build an environment where our associates are in the drivers seat of their professional development while having access to help along the way. We encourage everyone t...