Service Relationship Manager

Experian; Madrid; Híbrido; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A leading company is seeking a Service Relationship Manager to oversee client advocacy and satisfaction for strategic clients. The role involves developing solutions, leading service improvements, and managing client relationships at multiple levels. Ideal candidates will have a strong background in customer management with a focus on measurable results and relationship building.

Servicios

Competitive compensation package and bonus plan.

Core benefits including shares discount and wellness programs.

Flexible hybrid work environment.

Flexible time off, volunteer leave, and paid holidays.

Formación

• Minimum 5 years of experience in a customer-facing management role.
• Proven success in customer management, delivering measurable results.
• Experience managing clients from operational to senior management levels.

Responsabilidades

• Lead client-facing service reviews and develop improvement plans.
• Support sales opportunities and account plans as a trusted client partner.
• Influence achievement of NPS targets.

Conocimientos

Business Development

Sales Experience

Loyalty Marketing

Customer Relationship Management

Relationship Management

Descripción del empleo

Our Service Relationship Managers guide Client Advocacy and Satisfaction for our most strategic Clients & Partners, specifically our Cloud Clients. As a Service Relationship Manager, you will be passionate about service and prioritizing our clients' needs. You will excel at developing relationships across a global geography and act as the Voice of the Client, advocating for them within the business. Your role involves leading service improvements across the end-to-end client journey to enhance value and foster client loyalty. You will develop creative solutions, work collaboratively, and influence partners across Market teams. As the operational single contact for clients, you will ensure consistency and simplicity in client engagement, making it easy to work with us. Managing client escalations to successful resolutions, engaging support, and influencing client partners will be key parts of your role. You will become an expert in understanding client business solutions and needs, seeking opportunities to grow our business and service relationships. As our Service expert, you will oversee Service Level Agreement documentation, support custom client requests, and propose appropriate solutions by engaging relevant areas for guidance and approval.

Main Responsibilities

1. Lead client-facing service reviews and develop improvement plans.
2. Support sales opportunities and account plans as a trusted client partner.
3. Influence achievement of NPS targets.

What you'll bring

The Service Relationship Manager navigates Experian's complex landscape to deliver contracted services. They manage post-sales operational relationships, identify risks and opportunities, share best practices, and offer solutions to retain customers. They also mitigate risk by managing software upgrades within contractual terms.

Qualifications

• Minimum 5 years of experience in a customer-facing management role.
• Proven success in customer management, delivering measurable results.
• Experience managing clients from operational to senior management levels in a multinational environment.
• Success in supporting sales within IT solutions.

Benefits

• Competitive compensation package and bonus plan.
• Core benefits including shares discount and wellness programs.
• Flexible hybrid work environment.
• Flexible time off, volunteer leave, and paid holidays.

Additional Information

At Experian, we celebrate your uniqueness. Our culture emphasizes DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, and recognition. Recognized as a Great Place To Work in 24 countries and listed among Fortune's Best Companies to Work, we strive to create an inclusive environment where everyone can succeed.

We are proud to be an Equal Opportunity employer. We value diversity and are committed to accommodating individuals with disabilities or special needs.

Join us in creating a better tomorrow. Discover what it's like to work at Experian by visiting our Careers Site.

Remote Work: Employment Type: Full-time

Key Skills

Business Development, Sales Experience, Loyalty Marketing, Portfolio Management, Wealth Management, Financial Services, Algebra, Territory Management, Banking, Relationship Management, Customer Relationship Management, Geometry

Department / Functional Area: Analytics

Experience: 5+ years

Vacancy: 1