Client Engagement Manager, Experian Consumer Services (Remote)

Company Description

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses and society. We are thrilled to share that FORTUNE has named Experian one of the 100 Best Companies to work for. In addition, for the last five years we’ve been named in the 100 “World’s Most Innovative Companies” by Forbes Magazine. With a focus on our employees, we have been certified for the third time as Great Place To Work (GPTW). Experian Consumer Information Services is redefining the way our clients do business within all aspects of the customer credit lifecycle. Fueled by best-in-class data and innovative technology we help businesses make smarter decisions, identify consumers, make decisions on loans, market to prospects and collect.

Client Engagement Manager role requires the talents of an experienced account manager, client services professional, as well as a project manager. The Client Engagement Manager’s role is to manage and advise clients through responding to data incidents calmly and reasonably to help clients make good decisions, as well as to support existing clients in developing their Incident Response Plan. The Client Engagement Manager will be responsible for responding to data breach events, coordinating breach response operations with the other participating operational teams, and advising clients on breach response best practices. The Client Engagement Manager will have quarterly and yearly goals that recognize the need to provide a high level of service with a high level of activity.

Essential Functions

Client Engagement Managers are responsible for managing client breaches from start to finish. They are also responsible for understanding and implementing breach response best practices and advising clients on these practices as they develop their incident response plan.

• Maintain and update client-facing frequently asked questions in team database
• Train operational team members on client incident response plans
• Update and maintain client and breach opportunity record information
• Manage detailed projects from start to finish while providing an excellent client experience
• Document and collaborate on best practices to respond to client needs and implementing breach responses
• First point of contact for existing customers experiencing a data breach
• Daily collaboration with sales, business operations, customer support and other internal departments during implementation of breach response
• Respond reasonably to urgent customer events and deadlines with a level head
• Establish a high level of organization to keep all parties focused and coordinated
• Ensure all client materials are delivered on time and error free
• Create operational plans and reports for clients and internal team members
• Prepare and present complex products and pricing with quick turn-around times, and clearly communicate options to clients and help them determine the best solution for their needs
• Submit opportunity provisioning records
• Travel onsite to meet Reserved Response clients

Qualifications

POSITION REQUIREMENTS:

Knowledge/Skills/Abilities

• Ability to work outside of the confines of traditional work day and work week is required
• Experience managing projects that have a large operational scope
• Strong oral and written communication skills as well as presentation skills
• Exhibit a professional demeanor, business maturity, and confidence to present to top ranked attorneys and C-level executives
• Ability and experience operating confidently and calmly in an emergency response environment with flexibility and strong execution
• Must be proficient with MS Office, MS Excel, MS Outlook
• Ability to work collaboratively with different internal stakeholders to deliver on client needs
• Exhibit keen attention to detail and accuracy

Education/Experience

• Ability to travel 15% of time
• Bachelor’s degree from accredited college
• Industry knowledge in the legal, privacy, healthcare, and/or financial services fields a plus
• 3-5+ years’ experience in client account management and servicing large corporate accounts

Additional Information

Why choose us?

Our colleagues’ health and wellbeing are a top priority for us, that’s why our reward, benefits and wellbeing programs are designed so you can come to work feeling your very best self. Our benefits focus on health, money, and lifestyle so you can tailor your benefits to your own personal needs. Whether it’s your physical and mental wellness, getting to work or preparing for the next big milestone in your life, we have a range of flexible options to have you covered!

• Experian Careers - Creating a better tomorrow together
• Find out what its like to work for Experian by clicking here
• To learn more about our culture and what it’s really like to work here, check out our interactive guide here: https://view.pagetiger.com/experianguideforcandidates/1
• Youtube video link: https://www.youtube.com/watch?v=trvcHqr81TY
• To learn more about our culture and what it’s really like to work here, check out our LinkedIn and social media channels using the hashtags #UniquelyExperian
• Could this be the role for you? Apply now to start your journey with Experian.

Perks

• Fully remote or in-office hybrid model, depending on location
• Competitive pay and comprehensive benefits package
• Flexible work schedule and relaxed dress code
• 3 weeks of vacation to start, five sick days and two volunteer days (plus twelve paid holidays)

Our compensation reflects the cost of labor across several U.S. geographic markets. The base pay range for this position is listed above. Within this range, individual pay is determined by work location and additional factors such as job-related skills, experience and education. This position is also eligible for a variable pay opportunity and a comprehensive benefits package which includes health, life and disability insurance, generous paid time off including paid parental and family care leave, an employee stock purchase plan and a 401(k) plan with a company match.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. We’re passionate about unlocking the power of data to transform lives and create opportunities for consumers, businesses, and society. For more than 125 years, we’ve helped people and economies flourish – and we’re not done.

We take our people’s agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible working, development, collaboration, wellness, reward & recognition, volunteering, making an impact... the list goes on. See our DEI work in action!

The power of YOU. We are building a culture where everyone is comfortable bringing their whole self to work. A place where we not only respect our differences and values but celebrate them in a positive and supportive environment.

Find out what is like to work for Experian and discover the Unexpected!