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, 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-centered, inclusive, and purpose-driven culture is recognized by various 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 also takes pride in being an employer that promotes equal opportunities and affirmative action. If you have any disability or need that requires accommodation, please let us know as soon as possible.
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 customers' 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 evolution of the customer's business.
Metrics Monitoring and Portfolio Health
- Define, monitor, 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 Diagnosis of Customer Business
- 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 capacity building on platforms.
- 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 monitoring, 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.
- Experience in Customer Success / Customer Experience, preferably in B2B, SaaS, technology, analytical, or financial products environments.
- Proven track record of strategic and financial impact.
Behavioral Competencies
- Excellent verbal and written communication skills, with strong customer orientation (customer-first).
- Consultative, collaborative, and influential profile, with ease in navigating 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 in building executive presentations and structured analyses.
- Experience with CRM and BI tools will be considered a differential.
Desirable Differentials
- Experience with credit, decision, risk, fraud prevention, or analytics products.
- Previous experience in technology, data, or financial services companies.
- Familiarity with customer management methodologies and CS metrics.
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 have more than 4,000 people working in diverse teams and specialties. Here, every knowledge and diversity complement 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 careers with their personal commitments and interests, prioritizing 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, and we are recognized as one of the best companies for young professionals and have a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right path, providing an increasingly better work environment for our talents.
Experian Careers - Creating a better tomorrow together
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