Experience as a Technical Account Manager or Customer Success Manager/specialist
Experience makeing sure the customer's voice is heard and communicating updates on escalations and incidents
Experience in using one of the following the following tools is strongly preferred (SharePoint, Splunk, Salesforce, CRM reporting tools)
Excellent communication and interpersonal skills with a focus on written and verbal communication skills with internal and external stakeholders.
Available for afterhours / on-call support and occasional overnight travel (3-5 times per year)
Ability to multi-task in a priority changing environment
Experienced in developing presentations and presenting to medium sized audiences.
Must be client focused, proactive and thorough in resolving issues
Must have experience in multi-tasking and prioritizing job responsibilities
Ability to thrive and stay organized in a growing, high-energy, and fast-paced environment.
Must be reliable, self-motivated and able to work independently
Contributes to team initiatives ensuring the new solution is designed with the customers needs in mind
Anticipates customer issues and questions.
Takes action to prevent customer-impacting occurrences
We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
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The Consultant helps to maintain and enhance the customer experience by:
Creating Root Cause Analysis documents
Calculating service levels and creating monthly customer metric summaries
Providing relationship manager support for top clients
Meeting with clients (as needed) to support any of the above.
In addition, we are looking for team members to contribute to program improvements and form strong collaborative relationships with Sales, Product, Legal, Compliance, and other key teams.
Basic Accountability Statement
The Consultant role is an advanced position which has the following behaviors and responsibilities:
Accountable for own responsibilities and workload
Strong organization and prioritization capabilities
Creates formal customer facing communications summarizing technical events
Works with Legal and TransUnion technical teams to finalize formal communications
Distributes communications to Transunion sales and customer contacts
Provides intra-incident communications to TransUnion customer base providing status of an on-going event
Communicates complex technical events in a high level customer appropriate manner
Joins and gathers pertinent details from technical bridge calls / problem review meetings
Responds in timely manner to support related inquiries
Provides 24x7 on-call support (as part of a larger on-call rotation)
Creates customer facing reports summarizing customer processing statistics, system availability, and listing recent events that impacted availability
Informs customers of impactful IT events and maintains updates through resolution
Attends customer facing touchpoint meetings to review recent support incidents (including root cause), service level / metric reports, and other items supported by this team
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.