Key Account Manager

TransUnion; Leeds; On-site; GBP 45,000 - 65,000; Full time

Job summary

TransUnion in Leeds is recruiting a Customer Success professional who will act as the primary delivery interface between clients and internal TransUnion units, translating requirements into practical project plans and ensuring successful business outcomes.

The role is hybrid, with regular virtual work and in-person presence at a designated office for a minimum of two days per week, supporting account growth, delivery coordination and long-term client relationships.

Job description

TransUnion's Job Applicant Privacy Notice Team Overview

The Customer Success team is responsible for managing and delivering client solutions, translating client requirements into executable project plans and successful business outcomes. The team works closely with clients and internal business partners to ensure solution delivery, onboarding success and long-term relationship growth. This role maintains a strong understanding of client objectives while serving as a key advocate for customer success within TransUnion. The position reports to the Head of Customer Success - Consumer.

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.

Role Overview And Core Responsibilities

• Serve as the primary delivery and issue-resolution interface between clients and internal TransUnion business units, providing high-quality account management and maintaining strong partnership relationships.
• Support the Account Director in identifying and maximizing growth opportunities within existing accounts while contributing to overall account planning activities.
• Coordinate and integrate product and service requirements across multiple functional teams to ensure successful delivery of client solutions.
• Manage complex client projects, implementation activities and onboarding programs from initiation through successful completion.
• Translate client requirements and standard solutions into defined contracts, delivery plans and service-level agreements (SLAs), ensuring client approval at implementation and go-live stages.
• Monitor project progress and delivery commitments to ensure contractual obligations and customer expectations are achieved.
• Develop and maintain strong client and industry relationships to remain informed of market trends, customer needs and competitive activity.
• Gather and communicate Voice of Customer feedback to internal stakeholders to support product, service and operational improvements.
• Contribute to Net Promoter Score (NPS) initiatives by promoting positive customer experiences and strengthening client engagement.
• Partner with cross-functional teams to proactively resolve issues, improve delivery processes and support long-term client success.

Required Knowledge And Experiences

• Experience managing client relationships, account delivery or customer success programs within a business-to-business (B2B) environment.
• Demonstrated experience coordinating complex projects, client implementations or onboarding activities involving multiple stakeholders.
• Strong understanding of client relationship management principles, including issue resolution, stakeholder communication and expectation management.
• Experience translating customer requirements into project plans, delivery schedules or service agreements that drive successful business outcomes.
• Strong commercial awareness with the ability to identify business growth opportunities and contribute to account development strategies.

Required Technical Skills

• Project management and delivery coordination skills, including planning, tracking milestones and managing multiple workstreams simultaneously.
• Ability to create, interpret and manage Statements of Work (SOWs), contracts, delivery plans and Service Level Agreements (SLAs).
• Strong presentation, communication and stakeholder-management skills across client and internal audiences.

Desired Skills

• Familiarity with customer satisfaction measurement methodologies, including NPS (Net Promoter Score).
• Experience working within complex matrix organizations and cross-functional delivery environments.
• Knowledge of client onboarding, implementation or service-delivery best practices.
• Ability to analyze customer feedback and translate insights into actionable recommendations.

What’s in it for you?

At TransUnion you will be joining a friendly, forward thinking global business. As well as an excellent salary and bonus scheme or commission scheme (if joining our sales teams) our benefits package comes with:

• 26 days annual leave and bank holidays (increasing with service)
• Global paid wellness days off and a bonus day off to celebrate your birthday
• A generous contributory pension scheme and access to the TransUnion Employee Stock Purchase Plan
• Private health care and a variety of physical, mental and financial fitness wellbeing programmes such as access to mindfulness tools
• Access to our diversity forums and communities so you can get involved in causes close to your heart

TransUnion – a place to grow: If there’s something on the list of essential or desirable skills that you can’t quite tick off, don’t let that stop you from applying. We are open to exploring training and development opportunities for the right candidate to ensure you are successful. We know imposter syndrome is real, lets confront it so we can continue to grow and thrive together.

Flexibility at TU

We recognise that our people need the freedom to balance their day-to-day lives with their work. This is why we’ve set out to create inclusive and flexible policies and practices for you to accommodate all your responsibilities and needs: children, family and beyond.

If the role is advertised as full time, don’t let this stop you from applying. Let us know if you’re looking for a part time or flexible working arrangement and we can discuss this with you.

Additional support

At TransUnion, we’re committed to fostering an inclusive and diverse workplace where all individual’s talents and perspectives are valued. When you apply for a position with us, you’re not just joining a team, you’re becoming part of a community that celebrates differences and embraces equality. We understand that everyone has different needs, which is why we offer a range of reasonable adjustments to our recruitment process.

Interview & Hiring Process

Most of our recruitment processes are virtual, so you’ll get to know our hiring managers and teams over the phone and through video. If we need you to attend a physical in person interview, your recruiter will inform you of this.

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.