Client Success Manager

A Client Success Manager is responsible to support an Account Manager or Account Managers on allocated client portfolios. The CSM will be the first point of contact regarding daily business needs and queries for internal and external stakeholders.  The CSM will work with the Account Managers and various departments to ensure clients requirements are met and usage of online systems is optimized to achieve revenue targets. The Client Success Managers role is an entry level into Experian EMAP sales. A successful candidate will have the opportunity to grow and take on increasing levels of responsibility within Experians client base.

1.      Support the Account Manager and maintain client satisfaction in achieving the overall business goals and objectives in revenue as determined by Management

        Achieve monthly and annual targets set

        Schedule internal and external meetings to ensure client needs are met.

        Report on client engagement activities and record in SalesForce

        Look for upsell opportunities during training sessions and allocate to respective account manager where necessary

        Drive usage by constant engagement with clients through service calls training sessions and training workshops strengthening our NPS engagements.

        Ensure all risks or issues in client service are identified and brought to the attention of management

2.      Achieve minimum client retention targets as set by Management

        Ensure the spend YTD is not less than 95% of spend YTD from the previous year for existing clients

        Work to agreed sales and Account Management objectives to achieve sales plans

        Be able to work to strengthen existing client base through relationship skills and good understanding of their needs

        Monitor drops and increase in usage on a monthly basis

3.      Maintain accurate and up to date records of clients contracts and other information using Salesforce

        Identify contracts expiring within 3 months notify Account Managers and engage with clients

        Complete all necessary notes against client database on each call made.

4.      Events/Workshops

        Assist/host credit education workshops as required.

        Collaborate with clients to ensure good participation in events/ workshops/webinars/customer advisory boards.

Ensure NPS response rate and score improves year on year

Qualifications :

Matric and/or relevant tertiary education (Credit Management)

Strong knowledge of business processes and sales process Good excel skill

Additional Information :

Our uniqueness is that we celebrate yours. Experians 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. Experians people first approach is award-winning; Worlds 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.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experians 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.

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Remote Work :

No

Employment Type :

Full-time