Responsibilities
- Own first line support for day-to-day operational and technical questions for standard support customers.
- Ensure global solutions are performing to their stated service level agreement (SLA) standards by assessing service statistics and preparing detailed reports.
- Manage and track issues to ensure accurate and complete resolution.
- Handle first line support for day-to-day operational and technical questions for standard support customers.
- Provide expertise across fraud and identity platforms and services.
- Act as a resource to customers to identify creative and efficient solutions to their objectives.
- Inspire customer confidence through timely and reliable communication and project management.
- Lead and deliver customer initiatives and manage all phases of a customer project lifecycle to ensure successful project delivery.
- Respond to customer tickets within department service level agreements.
- Help protect the core value of the relationship and identify strong opportunities beyond direct project work to communicate to sales to help them grow the business.
- Represent the voice of the customer to inform our sales process and product roadmap to drive solution and feature innovations.
- Provide operational support for the customers under your management for all issues related to our platforms and solutions.
- Actively seek responsibility and take pride in delivering the highest quality results and recommendations to our customers.
- Effectively integrate, motivate and build relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.
Requirements
- Bachelor’s degree in business, finance or computer science or the equivalent plus 3+ years consultancy, project management, implementation management and/or fraud management experience.
- Demonstrated ability to identify opportunities and challenges; consult with the customer to develop solutions to address these areas.
- Effective customer-service orientation and relationship-building skills.
- Ability to multi-task in a fast-paced environment, and balance thought with action while getting the most out of limited resources.
- Exceptional analytical and quantitative skills and ability to structure analyses to form data-driven solutions to ambiguous customer challenges.
- Flexible work hours in order to accommodate special meeting requests, trainings and demonstrations for customers in different time zones.
- Advanced skills with MS Word, Excel, and PowerPoint.
- Ability to communicate complex ideas effectively – both verbally and in writing in English throughout all levels of an organization.
- Ability to effectively work with remote teams.
- Availability for some overnight travel and on call rotation.
- Ability to make decisions guided by policies, procedures and business plans with limited guidance.
Nice to Have
- Consultancy and Customer Success experience.
- Fraud management or identity and access management experience.
- Exposure to the financial services or insurance industries.
- Knowledge of TransUnion’s fraud and identity product and services.
- Preferred Fluency in Spanish, Portuguese.
- Working knowledge of JSON, Tableau, Looker and/or Databricks.
Work Arrangement
Remote (Worldwide)
Additional Information
- Occasional in-person attendance at work-related events may be required at the discretion of management.
- Flexible work hours required to accommodate customers in different time zones.
- Availability for some overnight travel and on call rotation.
- Fluency in Spanish or Portuguese is preferred.
