Job Description

Your role will involve problem solving, key stakeholder communication, managing a variety of technical and business challenges, coordinating across multiples teams and ensuring successful client onboarding. You will work in partnership with the Customer Success Manager and alongside Global colleagues, Product Manager, Service Management, the Go-to-Market sales and consultancy team and other Experian delivery teams.

Key Responsibilities will include:

• Supporting client onboarding, whilst this should be primarily self-service, clients may require help understanding:
  • Testing, including use of test data packs
  • The layout of the MI and Existing Customer Database files
  • Access controls
  • Use of Strategy Design Studio
• Investigation, triage and resolution of onboarding issues
• Activation of required functionality within EO-CA User Case including go live activities
• Own technical issues (project stage not live)
  • Coordinate multiple teams to fix any pre live issues, in line with the pre live support model.
• Supporting use case and client specific configurations and providing tuning recommendations.
• Support of queries around individual transaction outcomes.
• Working with Client Success Manager to ensure that individual clients are achieving the desired business benefits
• Support system program and application changes/upgrades to proactively meet the developing requirements of the business as required
• Produce reports

• Provide ad hoc support to the core DevOps teams (SaaS Software Development & Infrastructure teams) to ensure the successful transition of new capabilities into the live environment

• Release Planning

• Preparing client facing documentation/release notes based on internal specifications
• Applying updated template content to client specific SDS solutions

• Presenting results, conclusions and recommendations to clients

• Ensuring that the solution aligns with the Experian strategic initiatives and business objectives

• Validating and verifying requirements, assumptions, scope is aligned to the contractual agreements made with the client

Required Knowledge, Skills, and Abilities

We are seeking a Client support professional who has experience delivering support and solutions to clients. Strong problems solving skills and experience dealing with business and technical challenges. Excellent communication and listening skills. Ability to presenting results, conclusions and recommendations to clients. Great client and stakeholder management. Ability to interpret client business needs, implement and translate them into requirements that can be clearly articulated. Working cross-functionally in a virtual team with product and development in an agile (or similar) environment. Working knowledge of Jira or similar tools *nice to have.