Client Experience Specialist (6-month contract)

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Team Overview

Our company is seeking a highly motivated and experienced Client Experience Specialist to join our Operations team. As a Client Experience Specialist, you will be responsible for receiving and managing external customer and internal customer-related requests, ensuring the highest level of service and support is always provided. Working closely with all other Operations/Delivery teams, you are the subject matter expert on all operational processes and will effectively assess and triage requests. Focused on the customer experience, you will ensure resolutions are provided to customers in a timely manner and coordinate escalation efforts as required. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Role Overview And Core Responsibilities

Customer Service and Support 

• Create and own all customer-related tickets, pre- and post-Sales close. Manage the intake/ticketing process end-to-end to ensure cross-functional teams are engaged as needed for deal closure and all post-sales activities. 
• Own and manage the customer onboarding process, working with cross-functional teams to ensure proper set-up and training of new customers. 
• Act as the first point of contact providing internal stakeholders and external customers support on a variety of concurrent product and project-based sales initiatives. 
• Effectively trouble-shoot inquiries, providing solutions that best enhance the ongoing customer experience. 
• Provide necessary documentation and reporting on issues and root cause analysis. 
• Trigger internal escalation process as required and coordinate cross-functional Operational team efforts to resolve issues in a timely manner. 
• Build and maintain strong customer relationships, to proactively anticipate and meet their needs. 

Business Operations 

• Support the Sales Account Team by being a key point of contact between internal and external stakeholders. 
• Create and maintain a customer activity log, ensuring Sales Account teams are informed about any support requests from within their customer portfolio. 
• Coordinate contracting efforts related to Master Service Agreements and related (pricing) addendums. 
• Identify accounts for cross-sell/up-sell opportunities as part of ongoing customer support engagements. 
• Manage Sales Operations risk items, attending internal Compliance meetings as required. 
• Create reporting and lead delivery of all internal and customer communications related to contractual service levels. 
• Maintain clarity of roles and responsibilities between cross-functional teams, acting as the central contact for all customer/customer-related requests and deliverables. 
• Perform other related duties as assigned.

Required Knowledge And Experiences

• A university degree or equivalent combination of education and experience.
• Experience in credit industry is preferred.
• Demonstrated project management and time management skills.
• Excellent communication skills, both written and verbal, with the ability to build strong relationships with customers and internal teams.
• Passion for delivering exceptional customer service and driving customer success.
• Ability to effectively multitask and prioritize time-sensitive tasks in a fast-paced, dynamic environment.
• Detail-oriented with strong organizational skills.
• A team player who is professional, positive, and has a can-do attitude.
• Advanced experience with Microsoft applications (MS Office – Word, Excel, PowerPoint).
• Intermediate to advance experience with additional applications including Adobe Acrobat, Teams, SharePoint, etc.
• Experience with Salesforce.com is preferred.
• French proficiency is preferred.
• The incumbent must provide own transportation for local travel.

This job posting is for an existing vacancy. The opening is the result of a newly created position.

Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.

TransUnion Overview:

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence.

Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.

TransUnion's Internal Job Title:

Specialist II, Sales Support