Client Success & Service Manager - Hybrid (Remote/Onsite)

Experian; Pomezia; Ibrido; EUR 38.000 - 50.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

Flexible hours & Home Office

Food vouchers

Monthly flex allowance

Descrizione del lavoro

Experian is hiring a Service Relationship Manager (SRM) to act as the client’s in-life single point of contact, ensuring a simple, consistent experience and driving CSI across journeys. You will oversee governance of SLAs/KPIs, coordinate across Market, Regional and Product teams, and lead service reviews to improve outcomes.

The role requires 4–5 years of experience managing large-scale, multi-country implementations and a strong ability to analyze data, manage escalations, and elevate customer

Competenze

• Proven experience managing complex client relationships in a multinational environment.
• Degree or equivalent experience required; ITIL certification preferred.
• Experience implementing SaaS and API-based solutions in enterprise settings.

Mansioni

• Drive client advocacy and satisfaction as the SRM across strategic clients.
• Manage escalations and CSI initiatives to drive service improvements.
• Govern service performance via SLAs/KPIs and cross-functional orchestration across teams.

Conoscenze

Client management

Stakeholder management

Service governance

Data analysis

CRM systems

NPS / CSI

Formazione

Degree or equivalent experience

ITIL certification

Strumenti

CRM systems

BI dashboards

RAID tracking

Descrizione del lavoro

Experian is hiring a Service Relationship Manager (SRM) to act as the client’s in-life single point of contact, ensuring a simple, consistent experience and driving CSI across journeys. You will oversee governance of SLAs/KPIs, coordinate across Market, Regional and Product teams, and lead service reviews to improve outcomes.

The role requires 4–5 years of experience managing large-scale, multi-country implementations and a strong ability to analyze data, manage escalations, and elevate customer