Company Description
"Experian is a global data and technology company that drives opportunities for people and businesses around the world. We operate in diverse markets, including financial services, healthcare, automotive, agribusiness, insurance, and others. Experian invests in people and cutting-edge 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-centered, inclusive, and purpose-driven culture is recognized by numerous awards — including World's Best Workplaces™ 2025 (Top 25 global by 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 opportunities and affirmative action."
Job Description
In this position, you will be part of the Customer Experience team, acting strategically in the success, adoption, and evolution of the use of Serasa Experian's Credit Decision Platforms and Engines solutions.
Your role will be fundamental to connecting customer business needs to our solutions, ensuring value generation, retention, and sustainable growth. You will act as the voice of the customer internally, collaborating with multidisciplinary teams and actively participating in the critical phases of the business cycle, from strategy to results consolidation.
Key Responsibilities
Strategic Management and Customer Relationships
- Act as the primary point of contact for strategic accounts, conducting a journey of excellence from onboarding to advanced use of solutions.
- Represent the voice of the customer, ensuring alignment between expectations, deliverables, and success metrics.
- Build long-term relationships, focused on continuous value generation and customer business evolution.
Metrics Monitoring and Portfolio Health
- Define, track, and analyze KPIs, OKRs, NPS, and Health Score, ensuring contractual health.
- Identify churn risks, optimization opportunities, and preventive actions for retention and expansion.
In-Depth Customer Business Diagnosis
- Map stakeholders, journeys, decision flows, and internal processes of customers.
- Deeply understand the business model, challenges, and strategic objectives, identifying opportunities for continuous improvement and integrations.
Growth, Retention, and Revenue Expansion
- Conduct upsell, cross-sell, and contract renegotiation initiatives, contributing directly to MRR increase and portfolio retention.
- Capture strategic expansion opportunities aligned with customer success.
Onboarding, Training, and Engagement
- Plan and execute structured onboarding, training, and platform capacity building.
- Conduct governance meetings such as QBRs, EBRs, and performance meetings, ensuring engagement, activation, and efficient use of solutions.
Consultative Approach and Technical Integration
- Act consultatively in technical integrations, mapping requirements and monitoring execution with internal teams.
- Use tools such as Salesforce, Power BI, Excel, and Sensedata for analysis, portfolio tracking, and relationship management.
Innovation and Continuous Improvement
- Implement continuous feedback cycles with customers and internal areas.
- Develop success cases, encourage benchmarking, and contribute to the evolution of Customer Experience and Customer Success strategies.
Qualifications
Education and Experience
- Bachelor's degree or equivalent.
- Experience in Customer Success / Customer Experience, preferably in B2B, SaaS, technology, analytical, or financial product environments.
- Proven track record of strategic and financial impact.
Behavioral Competencies
- Excellent verbal and written communication skills, with strong customer-first orientation.
- Consultative, collaborative, and influential profile, with ease navigating between areas such as Sales, Product, IT, and Analytics.
- High emotional intelligence, organization, and ability to manage multiple demands in dynamic environments.
Technical and Analytical Competencies
- Strong analytical capability, with data-driven approach to decision-making.
- Experience building executive presentations and structured analyses.
- Experience with CRM and BI tools will be considered a plus.
Desirable Differentials
- Experience with credit, decision, risk, fraud prevention, or analytics products.
- Previous work in technology, data, or financial services companies.
- Familiarity with customer management methodologies and CS metrics.
Additional Information
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here