Customer Experience Specialist I

Company Description

Experian is a global data and technology company that powers opportunities for people and businesses around the world. We operate in diverse markets, such as financial services, healthcare, automotive, agribusiness, insurance, among others. Experian invests in people and new advanced technologies to unlock the power of data. We have an incredible team of 25,200 employees in 32 countries.

Our uniqueness is valuing yours. Experian's people-centric, inclusive, and purpose-driven culture is recognized by numerous awards — including World’s Best Workplaces™ 2025 (Fortune's Top 25 global) and Great Place To Work™ in 26 countries, among others. Check out Experian Life on social media or explore our careers site to understand why. Experian is also proud to be an equal opportunity employer and an affirmative action employer.

Job Description

Act as a strategic partner for a portfolio of Enterprise clients, responsible for driving the adoption of solutions, value generation, retention, and business expansion in fraud prevention. The professional will be the primary executive relationship point for clients, conducting data-driven consultative work, promoting sustainable results, and strengthening long-term relationships.

The position requires a strong presence with clients, including recurring visits, executive meetings, and close monitoring of operations to gain a deep understanding of the business context and identify growth opportunities.

Qualifications

Qualifications:

• Experience in technology, SaaS, Data, Analytics, Anti-fraud, Credit, Payment Methods, or complex B2B solution companies.
• Knowledge of CS and Revenue metrics: NRR, GRR, Churn, Health Score, Product Adoption, Time to Value, NPS, CSAT.
• Experience with Salesforce, Sensedata, Gainsight, HubSpot, or CRM/CS and BI platforms (Power BI, Tableau, or Looker).
• Certifications in Customer Success, Project Management, or Analytics will be a plus.
• Intermediate or advanced English.
• Experience in managing Enterprise clients and relationships with multiple stakeholders, including executives and C-Level.

Key Responsibilities:

Strategic Relationship Management

• Manage a portfolio of strategic Enterprise clients.
• Act as the primary point of contact and business consultant.
• Build solid relationships with stakeholders at various levels, including executives and C-Level.
• Conduct recurring in-person visits to understand the business and strengthen the partnership.

Adoption and Value Generation

• Develop and execute success plans aligned with clients' strategic objectives.
• Ensure effective adoption of contracted solutions.
• Identify opportunities to maximize results and return on investment (ROI).
• Promote best practices that increase the value perceived by clients.

Data and Metric Management

• Monitor key success indicators, such as:
  • Health Score
  • Product Adoption
  • Consumption
  • NPS
  • CSAT
  • Churn
  • Revenue expansion
• Transform data into actionable insights and action plans.

Leadership of Initiatives and Governance

• Coordinate cross-functional initiatives involving internal and external areas.
• Conduct action plans for risk mitigation and resolution of complex problems.
• Lead executive meetings for results tracking and governance.

Retention and Expansion

• Ensure the retention and sustainable growth of the portfolio, acting as a protagonist in risk management, churn prevention, and preservation of recurring revenue.
• Identify and act directly on upsell and consumption increase opportunities, connecting client needs to portfolio solutions.
• Support commercial teams in contract renewal and cross-sell processes.
• Develop business cases and growth strategies in conjunction with Commercial, Product, and other partner teams, driving revenue and value generation for the client.

Voice of the Customer

• Represent client needs internally.
• Influence product roadmaps, processes, and strategies based on structured feedback.
• Act as a link between clients and internal areas for continuous experience improvement.

Governance and Continuous Improvement

• Record and track interactions, action plans, and results in CRM tools.
• Ensure excellence in Customer Success processes and portfolio governance.
• Contribute to the evolution of relationship and client management practices.

Behavioral Competencies

• Customer focus and empathy.
• Strategic business vision.
• Executive communication.
• Influence and negotiation.
• Analytical and structured thinking.
• Complex problem solving.
• Organization and priority management.
• Proactivity and ownership mindset.
• Ability to act with autonomy in dynamic environments.
• Orientation toward results and value generation.

Position Success Indicators

• Portfolio retention and renewal.
• Revenue growth through expansion (upsell/cross-sell).
• Evolution of solution adoption indicators.
• Improvement in Health Score, NPS, and CSAT.
• Churn reduction and risk mitigation.
• Strengthening of executive relationships and value perceived by clients.

Additional Information

Serasa Experian is much more than you imagine. With the purpose of creating a better future, expanding opportunities for people and businesses, in Brazil we are more than 4,000 people working in diverse teams and specialties. Here, each knowledge and diversity complements each other and you can work on what you love most. We are committed to building an inclusive culture and an environment in which people can balance their careers with their personal commitments and interests, valuing well-being.

We are dedicated to being one of the best and most innovative companies to work for in the country, enabling incredible experiences and careers for our people. Our strong people-first approach is recognized externally through various market certifications: we were awarded by Great Place To Work™ in 24 countries and by the international Top Employers certification, in addition to being recognized as one of the best companies for young professionals and having a 4.6 rating on Glassdoor. Each recognition indicates that we are on the right path, providing an increasingly better work environment for our talent.

Experian Careers - Creating a better tomorrow together

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