Head of Customer Success- Data Quality

Company Description

Experian is a global data and technology company, powering opportunities for people and businesses around the world. We operate across a range of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many more. Experian invests in people and new advanced technologies to unlock the power of data. We have an amazing team of 25,200 people in 32 countries.

Job Description

This is an exciting and fast-paced client facing opportunity within our growing Data Quality business. Experian places clients and consumers at the heart of everything we do. We help them to make the most of their data and realise their ambitions by enabling quicker, smarter decisions using our technology, data, analytics and expertise.

As Head of Customer Success & Customer Growth you will lead the EDQ Customer Success team which plays an integral part in growing our clients across ANZ. They advise a wide variety of clients who are using Experian Data Quality products, from the point of sale onward. They ensure our clients adopt our data and solutions widely within their business and are continually driving additional value. Our CSM's build genuine and authentic relationships with our clients by working strategically in partnership to discover their business needs and challenges. They facilitate training and workshops to ensure clients understand how data can solve those challenges and have regular correspondence with the business stakeholders to ensure that value is being driven.

What you'll need to bring to the party

Authenticity, to build genuine and productive relationships with our clients by working strategically to discover their business needs and challenges

Leadership qualities, to lead a CSM team to achieve growth and retention targets set by the business.

What you'll be doing

Lead a CSM team to drive high level of customer satisfaction, position as a trusted advisor and grow accounts through the identification of new projects and programs of work.

Expansion of ARR in high valued accounts. Aperture related expansion through structured playbooks to grow usage and adoption of Aperture.

Greater adoption and value realisation: NPS scoring and QBR cadence.

Drive greater customer advocacy: references, case studies and event participation.

Maintain a high level of customer satisfaction and retention.

Lead Customer Success Events & Round Tables in collaboration with Sales, Product and Consulting teams

Become a Trusted Advisor for our clients and the Voice of our Customer across the different teams within Experian.

Increase and track adoption of Experian Data Quality solutions including the expansion of use cases through expanded networking within your accounts.

Build and operationalise playbooks for up-sell, cross-sell, tier upgrades and usage expansion

Organise client workshops & webinars where required

Establish monthly progression frameworks to identify performance tracking against goals.

Collaborate across departments, e.g. sales, renewals, product to achieve satisfactory customer satisfaction.

Drive and the Customer Strategy across all touchpoints of the Customer Journey

Qualifications

More about you

Proven Customer Success leadership in Data Quality across ANZ

Strong background in customer renewals, account management and customer lifecycle execution

Strong experience solving enterprise technology and data challenges

Proven record of over-achievement and exceeding expectations

Experience working in an agency, client or mar tech organisation on marketing campaigns and strategy

Subject Matter Expertise: Data Quality, Data Governance, Segmentation

Benefits/Perks:

Novated Leasing & Salary Packaging

Great compensation package and bonus / commission plan

Core benefits including Experian shares discount and wellness program

Flexible work environment, hybrid model

Flexible time off including volunteer time off, personal leaves and paid holidays

17 weeks of Paid Parental Leave, family care leave and up to 5 days study leave

Additional Information

Experian Careers - Creating a better tomorrow together

Find out what its like to work for Experian by clicking here