Service Relationship Manager

hace 7 meses

Madrid, España Experian A tiempo completo

**Company Description**
Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We’re passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. We’re a constituent of the FTSE 30 and for more than 125 years we’ve helped economies and communities flourish - and we’re not done.

Discover the Unexpected - Our 22k amazing employees in 30+ countries believe the possibilities for you, and the world, are growing. We’re investing in the future, through new technologies, talented people and innovation so we can help create a better tomorrow. To do this we employ ‘big-thinkers’ and ‘can-doers’ that share our purpose #uniquelyexperian
**Job Description** Role Summary**

Our Service Relationship Managers are responsible for driving Client Advocacy and Satisfaction for our most strategic Clients & Partners our Cloud Clients. As a Service Relationship Manager, you will be passionate about Service and delivering real results, putting our client’s needs at the heart of everything you do. You will excel at developing strong relationships across a global geography. As the Voice of the Client, you will be their advocate in the business, working pro-actively to lead and drive continual service improvement across the end to end client journey to drive value and create client loyalty. You will take ownership for delivering measurable improvements, developing creative solutions and working collaboratively orchestrating and influencing stakeholders across the Market, Regional and Global internal teams. As the in life Operational Single Point of Contact for the client, you will provide consistency and simplicity in how our clients engage with us in a complex environment, making it easy to work with us. You will take responsibility for client escalations, managing them through to a successful conclusion with both the client and Experian. You will successfully engage, support and influence client key stakeholders becoming an expert in understanding their business, solutions and needs, seeking opportunities to develop and enhance our business and service relationship and their solutions to deliver greater value, sharing Experian / Best Practice within the client’s environment. As our Service expert in the market, you will be the guardian of our SLA documentation, supplying these for deals and supporting bespoke client support requests, seeking to understand client requirements and needs, propose appropriate options and engage the right areas for guidance and approval.

**Knowledge, Skills and Experience**
- Minimum 5 years of experience in a customer facing management role. Customer Management, negotiation & Influencing skills. Demonstrable success in delivering measurable results and benefits to business and clients. Experience in client management from operational to senior management levels. Managing complex operational / business issues working in a multi-national matrix environment. Demonstrable sales support success in IT solutions

**Key Responsibilities**
- Lead client-facing service reviews and developing workable improvement plans. Support successful de Identify and support Sales opportunities and Account plans with Sales colleagues as the trusted client partner. You will be a major influence on achieving NPS targets

**Qualifications** Qualifications**
- Excellent analytical skills: ability to analyse, report and review solutions / service performance, spot trends and make recommendations. Skills improving customer experience through long term client relationships. Customer Management, negotiation & Influencing skills. Experience in similar Industry / Banking / Telco. Excellent Interpersonal skills with Strong Emotional Intelligence. Ability to balance priorities and work under pressure.

**What you'll bring**

The Service Relationship manager is the conduit into Experian complex landscape and so navigates this to obtain the business outcomes and contracted service for the client. They manage the post sales, operational relationship and hold other functions to account on behalf of the customer. A good SRM quickly identifies risks and opportunities within the client environment and is able to share best practice and offer solutions and ideas in order to retain customers. They are also responsible for mitigating Experian's risk by managing upgrades with the client within contract terms of their software solutions
**Additional Information**
Our uniqueness is that we truly celebrate yours. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian’s strong people first approach is award winning; Great Place To Work in 24 countries, FORTUNE Best Companies

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