Job description
Company Description
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 work towards 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
Job Summary:
The Senior Client Support Analyst serves as a trusted advisor to clients, managing high-value accounts and driving strategic projects. We are looking for expertise in compliance, regulatory aspects, and client lifecycle management. You will report to the Director of Customer Success.
Responsibilities:
- Be a trusted advisor to clients, addressing their strategic goals through consultative approaches.
- Train Levels I and II Analysts, building their technical and client-facing capabilities.
- Lead complex client projects, such as new feature adoption or dashboard or Smartsheet development.
- Promote product and process improvement by providing client feedback to Product and Development teams.
- Deepen expertise in compliance and regulatory aspects, ensuring clients meet industry standards.
- Manage high-level clients (Partners) or processes (spec analysis – internal, Federal and state).
- Experience with specifications for forms and federal and states. Research and understand client errors.
Industry Standards:
- Advanced skills in Customer Success metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
- Experience independently managing high-value accounts and mitigating churn risks.
- Lead discovery sessions to identify upselling and cross-selling opportunities.
- Familiarity with Agile and Lean principles for continuous improvement in processes.
Qualifications
- Customer Success metrics, Independent management of high value accounts
- Knowledge of payroll and US and CAN tax forms (W2, 1099, PR, T4 RL1)
- Experience with client billing and contract review
- Experience leading training and presentations with clients
- Advanced Excel skills (can maintain complex spreadsheets), Salesforce, and Smartsheet knowledge
Additional Information
Perks:
- Great compensation package and annual bonus plan
- 401K with a 4% company match with immediate vesting.
- Comprehensive health, dental, and vision plans.
- 5 sick days each calendar year.
- 12 paid company holidays and 2 paid volunteer days.
- Wellness plans, online discounts, employee discounts, pet insurance, employee stock purchase programs, and more.
Our uniqueness is that we celebrate yours. Experian’s culture and people are main differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering… the list goes on. Experian’s 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, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
All your information will be kept confidential according to EEO guidelines.
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