We would love you to join us at Experian in helping us to shape the future of employer services for Human Resources compliance and outsourcing. We are looking for an Enterprise Partner Success Manager with experience in W2, W4, and ACA who has driven continuously changing client or partner roadmaps that deliver optimized performance. You are the Partner's primary operational contact for contracted services, and you will influence and interpret their needs to teams such as Sales, Implementation, Solutions, Product, and Data Operations. A master at problem solving, conflicting interests, and you ensure Experian delivers 100% of commitments made to Partners.
You exhibit high levels of experience putting yourself in the mind of the customer. You energized by challenges.
You will report to the Vice President of Customer Success. Your location is remote-friendly.
You are:
-
Collaborative – Partner with fellow team members, peers, and important partners; Experience making customers feel valued through quality service & connect ideas across internal and external opportunities
-
Creative and Curious – Challenge traditional approaches and looks for new opportunities
-
Determined and Disciplined – Optimistic about what can be; Persistent, looks for high levels of activity: Expresses a fierce commitment to challenging status quo.
What you'll do
- Manage the partner's roadmap with ES
- Set and manage expectations
- Report on completed work efforts and results
- Socialize progress updates internally and externally on work underway
- Influence upcoming work and ensure business case/Return on investment
- Advocate to remove obstacles for stalled work
- Escalate to Senior Leadership often and early to ensure forward progress
- Oversee flow of post-sale activity for each product line
- Summarize operational data to keep tabs that clients flowing through journey as expected (Implementation, Service, Billing)
- Work with Customer Success Analyst teams to identify thematic problems
- Champion solutions with Partner and ES company partners
- Understand and anticipate problems
- Engage with sales, implementation, product, customer success, and production support engineers to understand how current state and future state may affect the Partner
- Consult with the Partner on reported problems whether current or future state
- Advocate for the Partner and influence ES decisions to address or ward off Partner problems
- Negotiate and influence solutioning
- Unpack components of specific partner problems
- Assess proposed solutions and ensure solutions will solve problem
- Communicate trade-offs internally and with the Partner on proposed solutions
- Identify potential solution options and advocate, when relevant
- Implement Change Management internally and with the Partner
- Facilitate communication with the Partner regarding upcoming changes
- Provide transition plan support and plan management
- Support building training documentation
- Keep relevant parties updated on progress and any obstacles
What your background looks like
- You earned your stripes (10+ years in consulting/professional services, bachelor's degree)
- You have worked in W2, W4, and/or ACA businesses before
- Facilitate debate and influence desired outcomes
- Expectation setting and timeline management
- Performance management (working in data, discovering insights, storytelling with data)
- Problem statement design
- Strategic: find patterns in chaos
- Content creation
Perks
- Great compensation package and annual performance-based bonus target of 15%
- You begin accruing 4 weeks of vacation per year starting on your first day
- 401K with a 4% company match with immediate vesting
- Comprehensive health, dental, and vision plans
- 5 sick days each calendar year
- 12 paid company holidays and 2 paid volunteer days
Our uniqueness is that we celebrate yours. Experian's culture and people are important differentiators. We take our people agenda very seriously and focus on what matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's people first approach is award-winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, color, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
#LI-Remote
