Client Manager

TN United Kingdom; Leeds; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

Join a forward-thinking global business that values flexible working arrangements. As a Client Manager, you'll be pivotal in delivering high-quality account management, improving customer satisfaction, and driving product adoption. This role offers the chance to work with innovative products while collaborating closely with clients to ensure their success. With a supportive culture that encourages growth and learning, you'll be part of a team that values your contributions and fosters an inclusive environment. A great opportunity for those passionate about customer relationships and making a meaningful impact.

Benefits

26 days’ annual leave + bank holidays

Global wellness days + birthday bonus day

Contributory pension scheme

Employee Stock Purchase Plan

Private healthcare

Wellbeing programs

Access to diversity forums and communities

Qualifications

• 3+ years in credit reporting or related fields.
• Experience with Salesforce and data analysis.

Responsibilities

• Manage churn and customer retention through proactive engagement.
• Guide users through onboarding and improve customer experience.
• Collect feedback and provide insights for business improvements.

Skills

Strong communication skills

Technical skills (Salesforce, data analysis)

Problem-solving

Organizational skills

Continuous learning

Industry knowledge (3+ years in credit reporting)

Tools

Salesforce

Microsoft Office

Job description

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What We'll Bring:

TransUnion UK provides data, analytics, and software that enable businesses to build more valuable customer relationships.

We specialize in managing consumer data across sectors, focusing on developing innovative products and services that help businesses make smarter, more informed decisions throughout the customer lifecycle.

We are TransUnion, and we believe in Information for Good.

What You'll Bring:

The Client Manager is responsible for delivering high-quality account management for their portfolio, acting as the key interface between the client and internal business units within TU.

This role helps customers achieve their desired outcomes using TransUnion’s products and solutions. The client experience function aims to:

1. Improve user onboarding time and experience
2. Facilitate product adoption through established relationships
3. Increase customer retention via relationship-focused client management
4. Enhance customer satisfaction through product adoption and support

Key Responsibilities

1. Churn management and customer retention: Gather data to prevent churn through proactive engagement, anticipating needs, and solving problems proactively, thereby increasing retention.
2. Minimal viable onboarding: Guide users through the minimal onboarding path by removing friction points and enabling earlier product activation, including managing customer SLA requirements.
3. Educate customers and improve experience: Personalize the path to activation and success, identifying opportunities for ongoing education to drive adoption of new features.
4. Customer feedback loop: Collect active and passive feedback, identify friction and satisfaction levels, and provide insights for business improvements.
5. Customer needs: Liaise proactively with sales and account managers to understand customer objectives, driving retention, growth, and high NPS scores.
6. Project management: Manage post-sale deliverables, including reports, issue resolution, troubleshooting, and onboarding.
7. Delivery: Own client management and business goals, executing independently to develop expertise and manage the client base effectively.

Skills & Experience:

1. Strong communication skills: Effective contact with clients, empathy, relationship-building, and the ability to handle dissatisfaction.
2. Technical skills: Experience with Salesforce, data analysis, and knowledge of the credit lifecycle. Proficiency in Microsoft Office applications.
3. Problem-solving: Critical thinking to resolve complex issues strategically and effectively.
4. Organizational skills: Good project and time management across multiple stakeholders.
5. Continuous learning: Willingness to learn new skills and adapt.
6. Industry knowledge: 3+ years in credit reporting or related fields.

Impact You'll Make:

Join a friendly, forward-thinking global business with flexible working options, including hybrid models in Leeds or London.

• 26 days’ annual leave + bank holidays (increasing with service)
• Global wellness days + birthday bonus day
• Contributory pension scheme + Employee Stock Purchase Plan
• Private healthcare + wellbeing programs
• Access to diversity forums and communities

TransUnion – a place to grow:

If you lack some skills listed, we are open to training and development to help you succeed.

We acknowledge imposter syndrome and encourage growth and confidence.

Flexibility at TU:

We support flexible arrangements to balance work and personal responsibilities, including part-time options.

Additional support:

We foster an inclusive, diverse workplace, offering reasonable adjustments during recruitment. Contact us if needed.

Interview & Hiring Process

Most processes are virtual; in-person interviews will be communicated. No unsolicited CVs from agencies; agencies on our PSL will be contacted if needed.

#LI-Hybrid

Find out more about Life At TU UK:

This is a hybrid role involving both virtual and in-office work at a TU location at least two days a week.

TransUnion Job Title: Lead, Customer Support Operations