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, and others. Experian invests in people and advanced new 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 opportunity and affirmative action.
Job Description
Act as a strategic partner to a portfolio of Enterprise clients, being responsible for driving solution adoption, value generation, retention, and expansion of fraud prevention businesses. The professional will be the primary executive relationship point with clients, conducting data-driven consultative engagement, promoting sustainable results, and strengthening long-term relationships.
The position requires strong presence with clients, including recurring visits, executive meetings, and close monitoring of operations to gain deep understanding of business context and identify growth opportunities.
Qualifications
Qualifications:
- Experience in technology, SaaS, Data, Analytics, Fraud Prevention, Credit, Payment Methods, or complex B2B solutions companies.
- Knowledge of CS and Revenue indicators: NRR, GRR, Churn, Health Score, Product Adoption, Time to Value, NPS, CSAT.
- Experience with Salesforce, Sensedata, Gainsight, HubSpot, or CRM/CS and BI platforms (Power BI, Tableau, or Looker).
- Certifications in Customer Success, Project Management, or Analytics will be differentials.
- Intermediate or advanced English.
- Experience managing Enterprise clients and relationships with multiple stakeholders, including executives and C-Level.
Key Responsibilities:
Strategic Relationship Management
- Manage a portfolio of strategic Enterprise clients.
- Act as primary point of contact and business consultant.
- Build solid relationships with stakeholders at various levels, including executives and C-Level.
- Conduct recurring in-person visits to understand the business and strengthen the partnership.
Adoption and Value Generation
- Develop and execute success plans aligned with clients' strategic objectives.
- Ensure effective adoption of contracted solutions.
- Identify opportunities to maximize results and return on investment (ROI).
- Promote best practices that increase perceived value for clients.
Data-Driven Management and Indicators
- Monitor key success indicators, such as:
- Health Score
- Product Adoption
- Consumption
- NPS
- CSAT
- Churn
- Revenue expansion
- Transform data into actionable insights and action plans.
Initiative Leadership and Governance
- Coordinate multifunctional initiatives involving internal and external areas.
- Conduct action plans for risk mitigation and resolution of complex issues.
- Lead executive meetings for results monitoring and governance.
Retention and Expansion
- Ensure retention and sustainable growth of the portfolio, acting as a protagonist in risk management, churn prevention, and preservation of recurring revenue.
- Identify and directly act on upsell and consumption increase opportunities, connecting client needs to portfolio solutions.
- Support commercial teams in contract renewal and cross-sell processes.
- Develop business cases and growth strategies together with Commercial, Product, and other partner teams, driving revenue and value generation for the client.
Voice of the Customer
- Represent client needs internally.
- Influence product roadmap, processes, and strategies based on structured feedback.
- Act as a bridge between clients and internal areas for continuous improvement of experience.
Governance and Continuous Improvement
- Record and track interactions, action plans, and results in CRM tools.
- Ensure excellence in Customer Success processes and portfolio governance.
- Contribute to the evolution of relationship and client management practices.
Behavioral Competencies
- Customer focus and empathy.
- Strategic business vision.
- Executive communication.
- Influence and negotiation.
- Analytical and structured thinking.
- Complex problem-solving.
- Organization and priority management.
- Proactivity and sense of ownership.
- Ability to work autonomously in dynamic environments.
- Results orientation and value generation.
Position Success Indicators
- Portfolio retention and renewal.
- Revenue growth through expansion (upsell/cross-sell).
- Evolution of solution adoption indicators.
- Improvement of Health Score, NPS, and CSAT.
- Churn reduction and risk mitigation.
- Strengthening of executive relationships and value generation perceived by clients.
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 where 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 with 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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