SaaS Customer Engagement Consultant

Job description

TransUnion's Job Applicant Privacy Notice Team Overview As a Customer Success Consultant, you own the operational relationship with many of our premium level customers and position yourself as a trusted advisor The Customer Success team partners with premium customers to maximize the value of TransUnion’s fraud and identity solutions. Acting as trusted advisors, the team leads customer engagements throughout the client lifecycle, including onboarding, training, adoption, operational support, fraud analysis, and strategic consulting. By building strong customer relationships and driving product utilization, the team helps clients achieve their business objectives while supporting long-term growth and retention. This is a remote position which may require occasional in-person attendance at work-related events at the discretion of management. Role Overview And Core Responsibilities ​ Act as a trusted advisor and primary operational point of contact for a portfolio of premium customers, ensuring a positive and successful customer experience. Lead customer engagements including onboarding, training, operational reviews, fraud analysis, consulting activities, and adoption initiatives. Provide expertise across TransUnion’s fraud and identity platforms, helping customers identify effective and innovative solutions to meet their business goals. Develop and execute customer success strategies that drive solution adoption, product utilization, and long-term customer value. Monitor customer sentiment, adoption trends, and engagement opportunities, maintaining regular communication and executive-level relationships. Manage all phases of customer projects and initiatives, ensuring successful delivery, stakeholder alignment, and achievement of desired outcomes. Analyze customer challenges, identify root causes, and provide business-focused recommendations and data-driven solutions. Collaborate with Sales, Product, and cross-functional teams to communicate customer feedback, support business growth, and influence future innovations. Identify expansion opportunities and communicate insights to the Sales team to support revenue growth and customer retention. Deliver operational support and issue resolution while maintaining a high standard of responsiveness, service quality, and customer satisfaction. Required Knowledge And Experiences Bachelor’s degree in Business, Finance, Computer Science, or a related field, or equivalent professional experience. 5+ years of experience in consulting, customer success, project management, implementation management, fraud management, or related customer-facing roles. Demonstrated ability to identify customer opportunities and challenges and develop strategic recommendations that drive measurable outcomes. Strong customer relationship management, stakeholder engagement, and consultative problem-solving skills. Experience managing multiple priorities and projects in a fast-paced environment while balancing strategic thinking with execution. Exceptional analytical and quantitative skills with the ability to translate complex data into actionable business recommendations. Ability to communicate complex ideas effectively, both verbally and in writing, to all levels of an organization. Ability to work independently in a remote environment and make decisions guided by established policies, procedures, and business objectives. Flexibility to support customers across multiple time zones, including occasional travel and participation in on-call rotations. Consultancy and Customer Success experience Fraud management or identity and access management experience Exposure to the financial services or insurance industries Knowledge of TransUnion’s fraud and identity product and services Preferred Fluency in Spanish, Portuguese Working knowledge of JSON, Tableau, Looker and/or Databricks ​ Required Technical Skills Advanced proficiency in Microsoft Excel, Word, and PowerPoint for analysis, reporting, presentations, and customer communications. Ability to analyze operational, fraud, and customer data to develop insights and recommendations. Experience managing customer projects, implementations, and customer success initiatives using structured methodologies. Strong understanding of SaaS platforms, customer adoption strategies, and customer lifecycle management. Ability to effectively utilize collaboration and communication technologies in a remote work environment. We're also looking for the preferred skills below. Whether you are proficient or could use some brushing up, we're happy to support your career development and growth in: Customer Success or Management Consulting experience. Fraud management, fraud prevention, identity verification, or identity and access management experience. Experience supporting customers within the financial services or insurance industries. Knowledge of TransUnion's Fraud and Identity solutions and services. Fluency in Spanish and/or Portuguese. Working knowledge of JSON, Tableau, Looker, Databricks, and Salesforce. Experience translating customer feedback into product enhancement recommendations. Experience partnering with Sales teams to identify growth and expansion opportunities. #LI-PV1 TransUnion Overview: At TransUnion, we encourage and are committed to creating a real, positive impact and shared sense of purpose within our Workforce for Good , which empowers our people to grow, innovate and contribute to a better future for our communities and customers. We strive to build an environment where our associates are in the driver’s seat of their professional development— while having access to help along the way. We recognize that success comes when our associates thrive both professionally and personally; that’s why we prioritize work/life flexibility and offer resources for our teams across the globe to collaborate and drive excellence. Be a part of our Workforce for Good – you’ll work with great people, pioneering products and cutting-edge technology. TransUnion Job Title Consultant, Customer Experience