Company Description
Experian is the world’s leading global information services company. During life’s big moments – from buying a home or a car to sending a child to college, to growing a business by connecting with new customers – we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organizations to prevent identity fraud and crime.
We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.
We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years, we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine.
Job Description
About the Role:
Our Customer Success team is dedicated to maximizing the value of tax credit opportunities for our clients. We are experts who work with businesses to navigate the complexities of tax credits, ensuring they receive the full benefits they are entitled to. By providing personalized guidance, proactive support, and comprehensive solutions, we help our clients improve their tax strategies and improve their financial outcomes. Our commitment is to provide exceptional service, foster client relationships, and achieve success through efficient tax credit management. You will work remotely and report to the Director, Customer Success.
You'll have opportunity to:
- Conduct service onboarding for clients transitioning from implementation to provide a smooth handover.
- Review setup configurations for quality and accuracy.
- Verify that all service functionalities, including invoicing and reporting, are set up correctly.
- Ensure clients understand how to interpret reports and access our client portal.
- Monitor client accounts to ensure they meet compliance benchmarks necessary for revenue generation.
- Provide ongoing guidance to clients during the transition period.
- Collaborate with implementation and service teams to address any setup issues or client concerns.
- Conduct regular check-ins with clients to ensure satisfaction and address any new needs.
- Maintain detailed documentation of client interactions and service setup processes.
- Identify improvements to the onboarding process to enhance client experience.
Qualifications
- You value solving problems.
- You enjoy working with customers by phone, email, and collaborating with direct peers and across businesses.
- You follow directions well and seek clarification when needed to ensure you learn the correct way.
- You have experience working with service-as-a-solution products.
- You identify trends.
- Experience organizing and prioritizing tasks while documenting customer pain points, workflows, and requests.
- When faced with a problem you cannot solve, you prepare your findings thoroughly before escalating the issue for assistance.
- You operate with a customer-centric approach.
Required Education or Experience:
- 3+ plus years’ experience in customer success role.
- 1+ plus years’ of experience with data analysis.
Preferred Experience:
- Experience with applicant tracking solutions and client payroll data integrations.
- Experience in the Work Opportunity Tax Credit (WOTC) or tax credits industry.
- Previous experience in implementation and customer success.
Tools/Software Requirements:
Microsoft Office, Sales Force and Power BI.
Additional Information
Benefits/Perks:
- Great compensation package and annual performance-based bonus target of 10%.
- You begin accruing 3 weeks of vacation a year starting on your first day (4.62/hours a paycheck).
- 401K with a 4% company match with immediate vesting.
- Comprehensive health, dental, and vision plans.
- 5 sick days each calendar year.
- 12 paid company holidays and 2 paid volunteer days.
- Wellness programs, online discounts, employee discounts, pet insurance, employee stock purchase programs, and more.
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward and recognition, volunteering... the list goes on. Experian’s people first approach is award-winning; Great Place to Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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All your information will be kept confidential according to EEO guidelines.