Job Description Experience as a Technical Account Manager or Customer Success Manager/specialist Experience makeing sure the customer's voice is heard and communicating updates on escalations and incidents Experience in using one of the following the following tools is strongly preferred (SharePoint, Splunk, Salesforce, CRM reporting tools) Excellent communication and interpersonal skills with a focus on written and verbal communication skills with internal and external stakeholders. Available for afterhours / on-call support and occasional overnight travel (3-5 times per year) Ability to multi-task in a priority changing environment Experienced in developing presentations and presenting to medium sized audiences. Must be client focused, proactive and thorough in resolving issues Must have experience in multi-tasking and prioritizing job responsibilities Ability to thrive and stay organized in a growing, high-energy, and fast-paced environment. Must be reliable, self-motivated and able to work independently Contributes to team initiatives ensuring the new solution is designed with the customers needs in mind Anticipates customer issues and questions. Takes action to prevent customer-impacting occurrences We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form (https://airtable.com/app21VjYyxLDIX0ez/shrOg4IQS1J6dRiMo) . The EEOC "Know Your Rights" Poster is available here (https://www.eeoc.gov/sites/default/files/2023-06/22-088\_EEOC\_KnowYourRights6.12ScreenRdr.pdf) . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/ . Skills and Requirements The Consultant helps to maintain and enhance the customer experience by: Creating Root Cause Analysis documents Calculating service levels and creating monthly customer metric summaries Providing relationship manager support for top clients Meeting with clients (as needed) to support any of the above. In addition, we are looking for team members to contribute to program improvements and form strong collaborative relationships with Sales, Product, Legal, Compliance, and other key teams. Basic Accountability Statement The Consultant role is an advanced position which has the following behaviors and responsibilities: Accountable for own responsibilities and workload Strong organization and prioritization capabilities Creates formal customer facing communications summarizing technical events Works with Legal and TransUnion technical teams to finalize formal communications Distributes communications to Transunion sales and customer contacts Provides intra-incident communications to TransUnion customer base providing status of an on-going event Communicates complex technical events in a high level customer appropriate manner Joins and gathers pertinent details from technical bridge calls / problem review meetings Responds in timely manner to support related inquiries Provides 24x7 on-call support (as part of a larger on-call rotation) Creates customer facing reports summarizing customer processing statistics, system availability, and listing recent events that impacted availability Informs customers of impactful IT events and maintains updates through resolution Attends customer facing touchpoint meetings to review recent support incidents (including root cause), service level / metric reports, and other items supported by this team null We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.