Company Description
Experian is a global data and technology company that powers 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 people-centric, inclusive, and purpose-driven culture is recognized by numerous awards—including World’s Best Workplaces™ 2025 (Fortune's Top 25 global) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity employer and an affirmative action employer.
Job Description
Act in the management of a client portfolio, promoting adoption, value generation, and success in the use of contracted solutions. You will be responsible for tracking portfolio health indicators, identifying risks and opportunities, conducting action plans, and supporting revenue retention and expansion initiatives.
The position requires an analytical profile, customer orientation, and the ability to act in a consultative manner to ensure the best experience, contributing to the clients' business objectives and the Company's results.
Key Responsibilities:
Portfolio and Relationship Management
- Manage a portfolio of clients or scope of low to medium complexity.
- Act as the primary point of contact for matters related to the use of contracted solutions.
- Build trusting relationships with clients, ensuring continuous monitoring of their needs.
- Conduct periodic follow-up and results alignment meetings.
Adoption and Value Generation
- Support the construction and execution of client success plans.
- Monitor usage and adoption indicators of solutions.
- Promote best practices to increase the value perceived by the client.
- Act to accelerate the activation and utilization of contracted products.
- Support clients in capturing expected results and obtaining a return on their investment.
Retention and Portfolio Health
- Monitor risk and health indicators of the portfolio.
- Identify clients with low adoption, reduced consumption, or signs of churn.
- Develop and execute action plans for risk mitigation.
- Support contract renewal processes with the responsible teams.
- Contribute to maintaining the recurring revenue of the portfolio.
Data Analysis and Indicators
- Monitor Customer Success metrics such as:
- Health Score
- Product Adoption
- Engagement
- Consumption
- NPS
- CSAT
- Prepare follow-up reports and presentations.
- Use data to support decisions and prioritize portfolio actions.
Identification of Opportunities
- Identify opportunities for increased consumption and expanded use of solutions.
- Support cross-sell initiatives in conjunction with commercial teams.
- Direct identified opportunities to the responsible stakeholders.
Governance and Customer Experience
- Record interactions, action plans, and activities in CRM.
- Ensure the execution of Customer Success processes and playbooks.
- Identify opportunities for improvement in the customer journey.
- Share portfolio feedback with partner areas, contributing to continuous experience improvement.
Voice of Customer and Continuous Improvement
- Partner with areas such as Sales, Product, Operations, Technology, and Support.
- Support initiatives and projects aimed at improving the customer experience.
- Contribute to the dissemination of the Voice of the Customer within the organization.
Mandatory Qualifications
- Experience in Customer Success, Support, Customer Relationship, Customer Experience, Consultative Support, Implementation, or related areas.
- Experience with B2B client portfolio management.
- Analytical ability for data interpretation and construction of action plans.
- Good verbal and written communication.
- Organization and ability to manage multiple demands.
- Knowledge of CRM and productivity tools.
Behavioral Competencies
- Customer focus.
- Empathy and relationship building.
- Clear and objective communication.
- Analytical thinking.
- Organization and operational discipline.
- Prioritization ability.
- Proactivity.
- Teamwork.
- Results orientation.
- Continuous learning.
Qualifications
- Experience in technology, SaaS, Analytics, Data, Credit, Fraud, Anti-fraud, Open Finance, or payment methods companies.
- Knowledge of metrics such as: NPS; CSAT; Churn; Health Score; Adoption and Time to Value.
- Experience with tools such as Salesforce and SenseData.
- Basic knowledge of PowerBI, Tableau, or similar for indicators.
- Intermediate English.
Additional Information
Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and businesses, in Brazil we are more than 4,000 people working in diverse teams and specialties. Here, each knowledge and diversity complements each other and you can work on what you love most. We are committed to building an inclusive culture and an environment in which people can balance their career with their personal commitments and interests, valuing well-being.
We are very dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we were awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right path, providing an increasingly better work environment for our talent.
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here