Customer Success Manager Company Review – Experian

This blog is part of a series of posts exploring the different companies that have looked for or are currently looking for Customer Success Managers. Learn more about your potential employers, see if their values align with yours and whether you can see yourself working there. Today, we’re looking into one of the bigger tech players in the world right now. They’re by no means a start up, but still try to keep the spirit of entrepreneurship in their organization. Say hello to Experian.

customer success manager experian

Experian – Information Services is their forte

From the outset, it’s a bit difficult to see what Experian actually does. They tout themselves as a leader of Information Services management, but what does that actually entail? We’ll dive into it momentarily.

Their main products are analytics and credit reporting. Many companies – as well as individuals – will use the latter when it comes time to buying a house, taking out a credit card, or any sort of official matter that relates to their credit history.

The Services Themselves

Unlike all of the other companies that we’ve looked at so far, Experian is the only one that doesn’t have a fully fledged SaaS solution. They are big on the services that they sell. Let’s have a look at them now.

customer success manager experian business services
Business Services

They offer credit checks at a corporate level, as well as analytics and digital data for research purposes for different industries. They’re well known for having robust processes and a clear methodology for their conclusions and findings. Companies will go to Experian for risk management and peace of mind.

customer success manager experian individual services
Individual Services

They offer similar services to the individual level as well. The main way they do this is through allowing consumers to order their credit report, which tracks their credit history to date. They also allow amendments to said credit reports. If the individual has been a victim of finance fraud, they can place bans on their credit history so that it is not tainted with the transactions that are a result of fraud.

Job Description Example

customer success manager experian job description

Let’s go through each of the dot points:

  • You keep an eye on when it’s time for renewal and also track your customers’ timelines as well to help them achieve their goals on time,
  • You can find opportunities to grow your account both cross and up your portfolio. This means selling things to your customers that they don’t already have but will also benefit from,
  • you can write at a professional level,
  • help improve the Net Promoter Score (NPS) for your accounts, as high as possible but the goal range is there,
  • help with negotiating bigger contracts,
  • help the marketing team with creating case studies that can be used for collateral purposes, and
  • learning and upskilling within the services that Experian offers so that you can know the value they can deliver and how you can best communicate this.

What They Care About

customer success manager experian company benefits

It looks like the focus here is on flexibility and making sure the benefits suit you and your lifestyle. Worth digging into! If you’re curious, they have a guide here that is a sneak peek into their culture and what Experian workers care about. If you like big, stable companies with lots of opportunities for career progression up as well as sideways, Experian might be your cup of tea.

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