SME Client Development Executive

Company Description

Experian is a global data and technology company that drives opportunities for people and businesses worldwide. We help redefine lending practices, discover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics, and software. We also assist millions of people in achieving their financial goals and help them save time and money.

We operate in a variety of markets, from financial services to healthcare, automotive, agribusiness, insurance, and many other industrial segments.

We invest in people and advanced new technologies to unlock the power of data. As a FTSE 100 index company, listed on the London Stock Exchange (EXPN), we have a team of 22,500 people in 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.

Job Description

The SME Client Development Executive is responsible for ensuring the correct delivery and activation of contracted products by entities, guaranteeing their proper use, utilization within established deadlines, and fulfillment of the value proposition.

This role requires constant interaction with internal company areas to support problem resolution and escalate those that require validations or decisions beyond their scope. Likewise, they must implement and propose improvements in the activities inherent to the role, contributing to the fulfillment of the objectives defined by the organization.

Deliverables

1. Registration and support of delivery made to clients, documented in Salesforce (object: personalized training).

2. Registration in Salesforce of the history of activities and interactions with clients.

3. Escalation of cases in Bizagi for corrections or complements identified in client interaction, ensuring correct product activation.

4. Additional escalations for portal and contracted product enablement for the client.

5. Management and classification of databases delivered as part of strategies to increase consumption.

Responsibilities of the Role

• Proactively contact assigned clients through telephone and/or email channels, ensuring clear and effective delivery of contracted solutions, improving client experience, and fulfilling the value proposition.
• Validate that product contracting has been carried out in accordance with company processes and policies, alerting involved areas to any detected inconsistencies.
• Monitor the use of contracted products.
• Execute necessary escalations and processes to ensure correct operational performance, ensuring agility, analysis, and quality control.
• Monitor compliance with defined KPIs for the area and propose adjustments when necessary.
• Identify training needs and improvement opportunities within the team.
• Detect possible technological changes or tools that optimize both employee and client experience.
• Provide support to assigned clients during the portfolio period.
• Attend training sessions scheduled by the company and continue the process through self-training, using available tools. This is to ensure knowledge of line and batch products included in the commercial offer, as well as internal processes for their execution.
• Alert about any situation that represents a risk to information security.

Qualifications

Qualifications

• Education: Technical or professional training in administrative careers.
• Minimum 1 year of experience in external customer service roles, all-level relationship management, corporate client handling, preferably in financial sector entities.
• Required technical knowledge: Proficiency in Office tools, CRM, Teams.
• Competencies: Teamwork, adaptability to change, fast learning, and assertive communication.

Additional Information

Our uniqueness is that we celebrate what makes us different. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what really matters: DEI, work-life balance, development, authenticity, engagement, collaboration, well-being, reward and recognition, volunteering... and the list goes on. Experian's strong people-first approach has been recognized: Great Place To Work™ in 24 countries, FORTUNE Best Companies to work, and Glassdoor Best Places to Work (globally 4.4 stars), to name a few. Take a look at Experian Life on social media or our careers site to understand why.

Experian is proud to be an equal opportunity and affirmative action employer. Innovation is a fundamental part of Experian's DNA and practices, and the diversity of our workforce drives our success. Everyone can succeed at Experian and bring their whole selves regardless of gender, ethnicity, religion, color, sexuality, physical ability, or age. If you have any disability or special needs that require accommodations, please let us know as soon as possible.

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