SaaS Customer Experience Consultant

About the role

As a SaaS Customer Experience Consultant at TransUnion, you will be the first line of support for operational and technical inquiries from our standard support customers. You will ensure that global solutions meet their SLA commitments while helping customers achieve their fraud‑prevention and identity‑verification objectives.

Key responsibilities

• Provide day‑to‑day operational and technical support for SaaS customers.
• Monitor service statistics, prepare detailed performance reports, and track issues to resolution.
• Lead customer initiatives and manage all phases of the project lifecycle.
• Respond to tickets within defined SLA targets.
• Identify upsell opportunities and communicate them to sales.
• Represent the voice of the customer to influence product roadmap and sales processes.
• Collaborate with cross‑functional teams, both local and remote, to deliver solutions.

Required profile

• Bachelor’s degree in business, finance, computer science or equivalent.
• 3+ years of experience in consultancy, project or implementation management, or fraud management.
• Strong analytical and quantitative abilities to develop data‑driven solutions.
• Excellent communication skills in English, both written and verbal.
• Ability to multitask in a fast‑paced environment and work flexible hours across time zones.

Required skills

• Advanced proficiency with Microsoft Word.
• Advanced proficiency with Microsoft Excel.
• Advanced proficiency with Microsoft PowerPoint.