Company Description
Experian is a global data and technology company that empowers opportunities for people and businesses around the world. We operate in many markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and in new advanced technologies to unleash 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 driven by purpose, is recognized by various awards, including World’s Best Workplaces™ 2025 (Fortune Global Top 25) 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 also takes pride in being an employer that promotes equal opportunity and affirmative action.
Job Description
Manage a portfolio of clients, promoting adoption, value generation and success in the use of the contracted solutions. You will be responsible for monitoring the portfolio's health indicators, identifying risks and opportunities, leading action plans and supporting initiatives for retention and revenue expansion. The position requires an analytical profile, client orientation, problem-solving skills, an expansive profile and the ability to act consultatively to ensure the best experience, contributing to the clients' business objectives and to the Company's results.
Portfolio Management and Relationship
• Manage a client portfolio or scope of low and medium complexity.
• Act as the main point of contact for matters related to the use of the contracted solutions.
• Build trusting relationships with clients, ensuring continuous follow-up of their needs.
• Conduct periodic meetings to follow up and align results.
Adoption and Value Generation
• Support the building and execution of customers' success plans.
• Monitor usage and adoption indicators of the solutions.
• Promote best practices to increase the value perceived by the client.
• Work to accelerate the activation and use of contracted products.
• Support clients in capturing expected results and obtaining return on the investment made.
Retention and Portfolio Health
• Monitor portfolio risk and health indicators.
• Identify clients with low adoption, reduced consumption or signs of churn.
• Develop and execute action plans to mitigate risks.
• Support contract renewal processes together with the responsible teams.
• Contribute to maintaining the portfolio's recurring revenue.
Data Analysis and Indicators
• Monitor Customer Success metrics: Health Score, Product Adoption, Engagement, Consumption, NPS and CSAT.
• Prepare follow-up reports and presentations.
• Use data to support decisions and prioritization of portfolio actions.
Identifying Opportunities
• Identify opportunities to increase consumption and expand the use of the solutions.
• Support cross-sell initiatives together with the sales teams.
• Direct identified opportunities to the responsible stakeholders.
Governance and Customer Experience
• Record interactions, action plans and activities in the CRM.
• Ensure the execution of the processes and playbooks of the Customer Success area.
• Identify improvement opportunities in the customer journey.
• Share portfolio feedback with partner areas.
Voice of Customer and Continuous Improvement
• Work in partnership with Sales, Product, Operations, Technology and Customer Service.
• Support initiatives and projects aimed at improving the customer experience.
• Contribute to spreading the Voice of the Customer within the organization.
Mandatory Qualifications
• Experience in Customer Success, Customer Relationship, Customer Experience, Pre-Sales or related areas.
• Experience managing B2B client portfolios.
• Analytical ability to interpret data and build 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 skills.
• Proactivity.
• Teamwork.
• Results orientation.
• Continuous learning.
Qualifications
Qualifications
- Customer focus
- B2B portfolio management
- Analytical thinking
- Problem solving
- Communication and relationship building
- Teamwork
Additional Information
Serasa Experian is much more than you might imagine. With the purpose of creating a better future by expanding opportunities for people and businesses, in Brazil we are more than 4,000 people working in various teams and specialties. Here, each skill and diversity complements the others, 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, 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 externally recognized through various market certifications: we were awarded by Great Place To Work™ in 24 countries and the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a rating of 4.6 on Glassdoor. Each recognition tells us 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