Customer Success Consultant ensuring client satisfaction and retention in the Compass educational product. Collaborating with schools for exceptional service and advocacy of our platform.
About the role
- Senior Customer Engagement Consultant at TransUnion managing premium client relationships. Delivering operational and strategic support for fraud prevention solutions across various industries.
Responsibilities
- Engagement Management: Serve as a trusted advisor to premium clients, guiding them through onboarding, training and strategic operational reviews.
- Develop fraud risk maturity models and ensure optimal adoption of TU’s Fraud solutions
- Operational Support: Provide operational support for the clients under your management to give customers a single point of contact for all issues related to our platforms and solutions
- Delivery Management: Apply demonstrated proficiency to understand business and technical requirements to plan and manage all phases of solution delivery
- Fraud Subject Matter Expertise: Provide specialized expertise for all operational related initiatives for the Global Fraud Solutions group
- Problem Solving mindset: Identify the most critical aspects of the problem, and guide business-focused solutions and recommendations that drive customer value.
- Advocacy: Represent the voice of the customer to shape product roadmaps and drive innovation in fraud prevention
- Growth Orientation: Identify opportunities for solution expansion and collaborate with sales to support renewals and proof-of-concept initiatives
- Passion: Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.
- Team Player: Effectively integrates, motivates and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.
Requirements
- Bachelor’s degree in business, finance or computer science or the equivalent plus 5+ years consultancy, fraud prevention solution experience
- Proven ability to identify fraud risks and digital identity challenges, consult with customers to provide insights and develop solutions to address these areas
- Strong customer-service orientation and relationship-building skills
- Ability to thrive in a fast-paced environment balancing strategic thinking with execution with limited resources
- Exceptional analytical and quantitative skills and ability to structure analyses to form data-driven solutions to ambiguous customer challenges
- Advanced skills with MS Word, Excel, and PowerPoint
- Experience in fraud industry especially digital identity and device fraud prevention solutions
- Customer Engagement experience
- Knowledge of TransUnion’s fraud and identity products and services
- Exposure to the financial services or insurance industries
- Working knowledge of JSON, Tableau, Looker and/or Big Query
Benefits
- flexible time off for exempt associates
- paid time off for non-exempt associates
- up to 12 paid holidays per year
- health benefits (including medical, dental, and vision plan options and health spending accounts)
- mental health support
- disability benefits
- up to 12 weeks of paid parental leave
- adoption assistance
- fertility planning coverage
- legal benefits
- long-term care insurance
- commuter benefits
- tuition reimbursement
- charity gift matching
- employee stock purchase plan
- 401(k) retirement savings with employer match
- access to TransUnion’s Employee Resource Groups
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