Client Experience Specialist (6-month contract)

TransUnion; Burlington; On-site; CAD 60,000 - 85,000; Full time

Job summary

TransUnion in Burlington, Canada, is seeking a Client Experience Specialist to join our Operations team. You will manage customer and internal requests, act as subject matter expert on operational processes, triage requests, and coordinate escalations to ensure timely resolutions in a hybrid role with two days per week in-office.

You will own all customer-related tickets, oversee onboarding, support cross-functional deal closures, build strong relationships, and document issues and root causes

Qualifications

• A university degree or equivalent combination of education and experience.
• Experience in credit industry is preferred.
• Demonstrated project management and time management skills.
• Excellent communication skills, both written and verbal, with the ability to build strong relationships with customers and internal teams.
• Passion for delivering exceptional customer service and driving customer success.
• Ability to effectively multitask and prioritize time-sensitive tasks in a fast-paced, dynamic environment.
• Detail-oriented with strong organizational skills.
• A team player who is professional, positive, and has a can-do attitude.
• Advanced experience with Microsoft applications (MS Office – Word, Excel, PowerPoint).
• Intermediate to advanced experience with additional applications including Adobe Acrobat, Teams, SharePoint, etc.
• Experience with Salesforce.com is preferred.
• French proficiency is preferred.
• The incumbent must provide own transportation for local travel.

Responsibilities

• Create and own all customer-related tickets, pre- and post-Sales close.
• Manage the intake/ticketing process end-to-end to ensure cross-functional teams are engaged as needed for deal closure and all post-sales activities.
• Own and manage the customer onboarding process, working with cross-functional teams to ensure proper set-up and training of new customers.
• Act as the first point of contact providing internal stakeholders and external customers support on a variety of concurrent product and project-based sales initiatives.
• Effectively trouble-shoot inquiries, providing solutions that best enhance the ongoing customer experience.
• Provide necessary documentation and reporting on issues and root cause analysis.
• Trigger internal escalation process as required and coordinate cross-functional Operational team efforts to resolve issues in a timely manner.
• Build and maintain strong customer relationships, to proactively anticipate and meet their needs.
• Support the Sales Account Team by being a key point of contact between internal and external stakeholders.
• Create and maintain a customer activity log, ensuring Sales Account teams are informed about any support requests from within their customer portfolio.
• Coordinate contracting efforts related to Master Service Agreements and related (pricing) addendums.
• Identify accounts for cross-sell/up-sell opportunities as part of ongoing customer support engagements.
• Manage Sales Operations risk items, attending internal Compliance meetings as required.
• Create reporting and lead delivery of all internal and customer communications related to contractual service levels.
• Maintain clarity of roles and responsibilities between cross-functional teams, acting as the central contact for all customer/customer-related requests and deliverables.
• Perform other related duties as assigned.

Skills

University degree

Project management

Time management

Communication

Multitasking

Detail oriented

MS Office

Adobe Acrobat

Teams

SharePoint

Salesforce.com

French proficiency

Education

Bachelor’s degree or equivalent

Tools

Salesforce.com

MS Office – Word

Excel

PowerPoint

Teams

SharePoint

Job description

Team Overview

Our company is seeking a highly motivated and experienced Client Experience Specialist to join our Operations team. As a Client Experience Specialist, you will be responsible for receiving and managing external customer and internal customer-related requests, ensuring the highest level of service and support is always provided. Working closely with all other Operations/Delivery teams, you are the subject matter expert on all operational processes and will effectively assess and triage requests. Focused on the customer experience, you will ensure resolutions are provided to customers in a timely manner and coordinate escalation efforts as required. This is a hybrid position and involves regular performance of job responsibilities virtually as well as in-person at an assigned TU office location for a minimum of two days a week.

Core Responsibilities

• Create and own all customer-related tickets, pre- and post-Sales close.
• Manage the intake/ticketing process end-to-end to ensure cross-functional teams are engaged as needed for deal closure and all post-sales activities.
• Own and manage the customer onboarding process, working with cross-functional teams to ensure proper set-up and training of new customers.
• Act as the first point of contact providing internal stakeholders and external customers support on a variety of concurrent product and project-based sales initiatives.
• Effectively trouble-shoot inquiries, providing solutions that best enhance the ongoing customer experience.
• Provide necessary documentation and reporting on issues and root cause analysis.
• Trigger internal escalation process as required and coordinate cross-functional Operational team efforts to resolve issues in a timely manner.
• Build and maintain strong customer relationships, to proactively anticipate and meet their needs.
• Support the Sales Account Team by being a key point of contact between internal and external stakeholders.
• Create and maintain a customer activity log, ensuring Sales Account teams are informed about any support requests from within their customer portfolio.
• Coordinate contracting efforts related to Master Service Agreements and related (pricing) addendums.
• Identify accounts for cross-sell/up-sell opportunities as part of ongoing customer support engagements.
• Manage Sales Operations risk items, attending internal Compliance meetings as required.
• Create reporting and lead delivery of all internal and customer communications related to contractual service levels.
• Maintain clarity of roles and responsibilities between cross-functional teams, acting as the central contact for all customer/customer-related requests and deliverables.
• Perform other related duties as assigned.

Required Knowledge and Experiences

• A university degree or equivalent combination of education and experience.
• Experience in credit industry is preferred.
• Demonstrated project management and time management skills.
• Excellent communication skills, both written and verbal, with the ability to build strong relationships with customers and internal teams.
• Passion for delivering exceptional customer service and driving customer success.
• Ability to effectively multitask and prioritize time-sensitive tasks in a fast-paced, dynamic environment.
• Detail-oriented with strong organizational skills.
• A team player who is professional, positive, and has a can-do attitude.
• Advanced experience with Microsoft applications (MS Office – Word, Excel, PowerPoint).
• Intermediate to advance experience with additional applications including Adobe Acrobat, Teams, SharePoint, etc.
• Experience with Salesforce.com is preferred.
• French proficiency is preferred.
• The incumbent must provide own transportation for local travel.

This job posting is for an existing vacancy. The opening is the result of a newly created position. Accommodation is available, including for applicants with disabilities, in accordance with applicable laws.

TransUnion Overview

At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good, which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence. Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology.

TransUnion's Internal Job Title: Specialist II, Sales Support

TransUnion is a global information and insights company with over 12,000 associates operating in more than 30 countries. We make trust possible by ensuring each person is reliably represented in the marketplace. We do this with a Tru™ picture of each person: an actionable view of consumers, stewarded with care. Through our acquisitions and technology investments we have developed innovative solutions that extend beyond our strong foundation in core credit into areas such as marketing, fraud, risk and advanced analytics. As a result, consumers and businesses can transact with confidence and achieve great things. We call this Information for Good® — and it leads to economic opportunity, great experiences and personal empowerment for millions of people around the world.