Company Description
Serasa Experian is Brazil's first and largest Datatech company. A leader in intelligence solutions for risk analysis and opportunities, with a focus on credit journeys, authentication, and fraud prevention. With cutting-edge technology, innovation, and the best talent, it transforms the uncertainty of risk into the best decision, helping people achieve their dreams and companies of all sizes and segments to thrive.
We have 22,000 people operating in 32 countries and every day we are investing in new technologies, talented professionals, and innovation to help all customers maximize every opportunity. With corporate headquarters in Dublin, Ireland, Experian is listed on the London Stock Exchange (EXPN) and is part of the FTSE 100 index.
Job Description
In this position, you will become an integral part of our Customer Experience team with a focus on customer success in the use of our fraud prevention solutions.
On a day-to-day basis, you will be directly involved in communication with customers and will have the mission to capture strategic opportunities for adoption and growth of our business, establishing Serasa as the leading provider of prevention solutions. Your participation will be necessary in critical phases of the business cycle (strategy, structuring, negotiations, and closing) and you will work with multidisciplinary teams (Sales, IT, Products, among others) being the customer's spokesperson with total focus on their success metrics, in alignment with our COMPANY's OKRs.
Qualifications
What we are looking for in you:
- Possess knowledge and experience with large accounts and multiple demands
- Possess experience in producing analytical and managerial reports, with data analysis and metrics;
- Strong understanding of customer success metrics and ability to translate data into actionable insights.
- Handle Office suite tools well;
- Possess good capacity to conduct structural projects with internal and customer teams.
- Proven experience in customer success, preferably in a B2B environment.
Differentials:
- Knowledge of fraud prevention technologies and integrated solutions, considering, for example, facial biometrics, scoring, and decision engines;
- Fluent English (written and verbal);
- Previous experience as a service provider;
- Advanced analytical tools, process mapping, and prototyping (e.g., Power BI, Visio, and Figma);
- Expertise and experience in the fraud prevention ecosystem across different market segments and business areas (financial, industry, retail, others);
- Familiarity with technical integrations (APIs, webhooks), onboarding journeys, and critical KPIs for risk mitigation.
Your main responsibilities:
- Strategic Customer Relationship Management - Act as the focal point and strategic consultant for customers after implementation, developing solid relationships and ensuring alignment with their business objectives.
- Customer Journey and Success Monitoring - Monitor success milestones, customer health (Health Score), and engagement with solutions, proposing actions to maximize delivered value and ensure continuous adoption.
- Data Analysis and Continuous Improvement - Use analytical data, satisfaction surveys, and structured feedback to identify opportunities for improvement in customer experience and propose corrective and evolutionary actions.
- Cross-functional Collaboration - Work in partnership with Product, Sales, Marketing, Technology, Operations, and Finance areas to ensure a smooth customer journey and effective solutions.
- Crisis Management and Problem Resolution - Act proactively in resolving critical customer problems, ensuring agile responses and high-quality solutions.
- Expansion Opportunity Identification - Map upsell and cross-sell opportunities within the customer base, signaling them to the Commercial team for expansion of contracted solutions.
- Management Reporting and Performance Tracking - Provide periodic reports to leadership with insights on progress, challenges, opportunities, and performance of the Customer Success area
Additional Information
Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.
Our uniqueness is valuing yours. Experian's culture, centered on people, inclusive and purpose-driven, is recognized by various awards — including World's Best Workplaces™ 2025 (Top 25 global from Fortune) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers website to understand why. Experian is also proud to be an employer that promotes equal opportunity and affirmative action. If you have any disability or need that requires accommodation, please let us know as soon as possible.
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