REMOTE Client Implementation Manager

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. 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.

The Client Implementation Manager for Experian Verification Solutions will provide quality, professional product support to new and existing Verification Solution clients. The individual works with client technical and business teams to assess, document and resolve basic customer issues within the context of new program setup and code installation. Responds to routine inquiries of a technical nature and handles problem resolutions that may require follow-up and/or escalation to resources with a higher level of expertise. Works in a consultative fashion with customers to describe program functionality options that are applicable to current and future-state needs.

We seek a candidate eager to join a fast-paced, start-up atmosphere, someone who is able to adapt readily, instill confidence in internal and external partners and drive results. 

The Client Implementation Manager will be a detail-oriented self-starter who has demonstrated the ability to successfully manage a variety of tasks within a fast-paced environment and be solutions-oriented while keeping tasks prioritized. They will be a highly motivated individual who will reach out to internal and external partners throughout the organization in the execution of their duties. This role will be accountable for meeting the expectations of the client, providing exceptional service, and ensuring client program implementation satisfaction. Strong analytical, time management, problem-solving, and communication skills are essential.

What you’ll be doing

• Be a primary point of contact for ensuring that client support issues related to product-onboarding program function are tracked and managed through documented processes, reviews, prioritization, and communication across both Experian and to our customers.
• Assists with customer account setups and delivery of technical knowledge and integration, especially in the onboarding (implementation) phase.
• Provides customer service to answer technical questions about how the product-service platform works, and to help resolve customer usage difficulties. 
• Work with customers during and after product integration using problem-solving techniques. This may involve analyzing code and other documents for clues, writing scripts, training customers how to use the product effectively, running reports, and completing file transfers.
• Provide status updates on assigned program responsibilities to both product management and account management staff.
• Produce documentation related to these activities: release notes, installation guide, operations guide, troubleshooting guide, etc.
• Participate in improvement projects e.g. tool development for client and technical support, enhancement of monitoring solutions (application performance & alerting), task automation, etc.
• Help articulate and define mitigation and prioritization strategies for support issues as they appear.

• 3-5 years of previous experience in a customer-facing or customer service role.
• Strong customer focus and ability to interact successfully with both technical and non-technical audiences and proven problem-solving skills are essential. 
• The candidate must have a fundamental understanding of software product development tasks and workflow.
• Requires a solid base of technical skills and experience with APIs, HTTP, and FTP, and understanding the roles of IT Operations functions. 
• Experiences with product development life-cycle tasks are complementary. 
• Good written and oral communication abilities are a must. The ability to collaborate and articulate concepts is a must.
• Excellent English communication skills, both written and verbal.
• Bachelor’s degree or equivalent work experience preferred.

Perks

• Four weeks of vacation to start, five sick days, and two volunteer days (plus twelve paid holidays)
• Competitive pay and comprehensive benefits package
• Employee stock purchase program and 401K matching and immediate vesting
• Flexible work schedule 

All your information will be kept confidential according to EEO guidelines.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.