Senior 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.

Job Description

The Senior Client Engagement Manager role requires the talents of an experienced account manager, and client services professional. This person has successfully led complex project implementations and is recognized by their peers as a leader on the team. The Senior Client Engagement Manager’s role is to expertly manage and advise clients through data incidents calmly and reasonably to help clients make good decisions and support existing clients in developing their Incident Response Plan. In addition to this, the Senior Client Engagement Manager will act as the lead on the team by developing solutions for clients and team project challenges. The Senior Client Engagement Manager will be responsible for responding to data breach events, coordinating breach response operations with the other participating operational teams, advising clients on breach response best practices, and assisting other team members with these tasks. As a senior lead on the team, this individual will have quarterly and yearly goals that recognize the need to provide a high level of service with a high level of activity appropriate for the senior position.

ESSENTIAL FUNCTIONS

Senior Client Engagement Managers are responsible for managing client breaches from start to finish, developing and testing workable solutions for clients, and leading the team in those efforts. The Senior Client Engagement Manager is also responsible for understanding and implementing breach response best practices and advising clients on these practices as they develop their incident response plan.

• Provide leadership and manage detailed client programs and strategic company projects from start to finish

• Manage complex projects from start to finish while providing an excellent client experience

• Prepare and present complex products and pricing with quick turn-around times, clearly communicate options to clients and help them determine the best solution for their needs

• Advise on best practices for breach response operations

• Respond reasonably to urgent customer events and deadlines with a level head

• Establish a high level of organization to keep all parties and team members focused and coordinated

• Daily collaboration with sales, business operations, customer support, and other internal departments during the implementation of breach response

• Travel onsite to meet Reserved Response clients

• Train operational team members on client incident response plans

Qualifications

Knowledge/Skills/Abilities:

· Ability to lead a cross-functional team and ensure that projects are progressing smoothly

· Strong ability to develop relationships with company partners and clients

· Execute successfully on strategic department and company projects

· Exhibit a professional demeanor, business maturity, and confidence to present to top-ranked attorneys and C-level executives

· Work collaboratively with internal and external leaders to deliver on client needs

· Strong oral and written communication skills as well as presentation skills

· Exhibit keen attention to detail and accuracy

· Ability to work outside of the confines of the traditional work day and the work week is required

· Must be proficient with MS Office, MS Excel, MS Outlook

Education/Experience:

• Bachelor’s degree from an accredited college

• 8+ years’ experience in program management, client account management, and servicing large corporate accounts

• Industry knowledge in the legal, privacy, healthcare, or financial services fields a plus

• Ability to travel 20% of the time

Additional Information

Our benefits include: Medical, life and dental insurance, Asociación Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Our compensation reflects the cost of labor across several U.S. geogra