Client Success and Implementation Analyst

About the role

The Trusted Call Solutions team at TransUnion supports Enterprise and Telecom carrier customers by implementing solutions that strengthen trusted communications. As a Client Success and Implementation Analyst, you will manage the implementation of the Trusted Call Solutions suite from contract execution through successful launch, reporting to the Senior Director, Solutions Consulting. This is a remote position that may occasionally require in-person attendance at work-related events.

Key responsibilities

• Act as the primary customer interface for onboarding and ongoing management of the Trusted Call Solutions suite.
• Build strong customer relationships and drive implementation projects from initiation to delivery.
• Develop and execute project plans aligned with customer timelines, technical requirements, business objectives and internal resources.
• Translate customer business requirements into technical use cases and data flows.
• Provide onboarding expertise, product training, best-practice guidance and ongoing operational support.
• Escalate technical issues internally, coordinate resolution with cross-functional teams and address customer requests with urgency.
• Gather customer, product and market feedback and share actionable insights with Product, Sales, Operations and Engineering.
• Update documentation, refine processes and support internal improvement initiatives.

Required profile

• Bachelor's degree or equivalent practical experience covering business, technical and communication knowledge.
• At least two years of relevant experience in account management, customer relations, project management, implementation or a similar customer-facing role.
• Experience managing customer engagements across the project lifecycle, including planning, execution, issue management and delivery.
• Ability to analyse customer problems, identify key requirements and recommend business-focused solutions.
• Strong written and verbal communication skills, able to explain technical concepts clearly and deliver customer training.

Required skills

• Experience using CRM tools such as Salesforce.
• Working knowledge of project management principles, methodologies and the project lifecycle.
• Ability to translate business requirements into technical use cases, workflows and data flows.
• Ability to understand solution architecture and communicate with Product, Operations, Sales and Engineering teams.
• Preferred: familiarity with the Enterprise or Telecom carrier industry, experience supporting technical software, platform, telecom or data solution implementations, and experience in customer training and onboarding.