Premier Support Manager

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What We'll Bring:

What You'll Bring:

• Management experience in the field of customer service, technical support, communication support, or relationship management support.
• Available for after hours / on-call support and occaisional overnight travel (3-5 times per year)
• Ability to manage, develop, and motivate other associates.
• Experienced in developing presentations and presenting to medium sized audiences.
• Ability to identify problems that are typically straight-forward and update/modify procedures that typically have pre-existing documented procedures.
• Experience using ticketing systems and CRMs. Experience with SalesForce.com is preferred.
• Experience reviewing, interpretting, and providing feedback on customer contracts specifically pertaining to service level comittments.
• Experience writing, reviewing, presenting and providing feedback on customer facing RCA documents.
• Experienced in data organization / reporting. Comfortable using built-in reporting tools from various CRMs including report modification as well as key functions in MS Excel (pivot tables, Vlookups, combo charts).
• Familiarity with ITIL best practices. Certification strongly encouraged.
• Bachelor's degree in business, finance or computer science and/or the equivalent of 5+ years of customer support or operations experience with a strong operations support background.

Impact You'll Make:

Team Management: As a manager you contribute to and foster an exceptional, collaborative, and inclusive work environment by establishing team priorities and objectives, developing staff through regular feedback, coaching, monitoring, and performance reviews. Translate company goals into functional department and individual career goals and provide support and guidance to employees. Develop a high performing team by fostering trust, holding the team accountable, and supporting career growth paths. You will work with the Sr. Manager of Global Sales and Support (GSS) to forecast future headcount needs and participate in the recruitment and hiring of new team members.

Engagement Management: Proactively manage engagements and expectations with customers experiencing service issues and other service needs. Use your business acumen, program management, organizational change management, and communication skills to problem solve, challenge the status quo, and align a broad range of cross-functional teams including Sales, Service Desk, Incident Managment, Problem Management, and other key Global Technology teams in order to keep customers engaged and informed. Help customers, sales, and other key internal teams to realize sustained business value of your team's services including the completion of monthly summary reports that track key wins, project status, and relevant KPIs.

Project Management: Create and execute on project plans supporting key internal and external initiatives. Provide project oversight including status updates and visibility to any blockers that may result in delays. Works across teams to align on project needs and address blockers.

Subject Matter Expertise: Maintain expertise on all functions and processes within the RCA, Premier Support, and SLM domains. Grows knowledge of the various TransUnion applications and the teams that support them.

Process Orientation: Analyze support ticket data pertaining to our products and platforms in order to isolate issues or trends and apprise leadership with creative solutions that may minimize or eliminate concerning patterns or trends. Initiate and govern process improvements when identified. Work cross-departmentally to address customer concerns in a timely manner by creating tools and processes to automate repetitive tasks, improve efficiency, and improve the monitoring and metrics of our solutions.

Problem Solving: Uses available reports and other data to proactively detect problems and / or improvement opportunities. For reactive scenarios, responds to customer and internal escalations and provides support through problem resolution. Initiates changes to project direction where required, and able to decide and act without the total picture.

Diverse Perspective: Brings a unique skillset or approach to the table in every customer engagement or internal activity.

Passion: Actively seeks responsibility and takes pride in delivering the highest quality results and recommendations to our customers.

Team Player: Effectively integrates, motivates and builds relationships with cross-functional team members (local or remote), sponsors, key stakeholders, executives and other individuals or organizations.

Mentorship: As a manager, you are expected to not only have a tremendous impact in systems impacting customers, you also have a leading role in mentoring and coaching junior teammates to engender effective contribution to TransUnion's solutions.

Qualified applicants with arrest or conviction records will be considered for employment in accordance with applicable law, including the Los Angeles County Fair Chance Ordinance for Employers, the San Francisco Fair Chance Ordinance, Fair Chance Initiative for Hiring Ordinance, and the California Fair Chance Act.

Adherence to Company policies, sound judgment and trustworthiness, working safely, communicating respectfully, and safeguarding business operations, confidential and proprietary information, and the Company's reputation are also essential expectations of this position.

Benefits:

TransUnion provides flexible benefits including flexible time off for exempt associates, paid time off for non-exempt associates, up to 12 paid holidays per year, health benefits (including medical, dental, and vision plan options and health spending accounts), mental health support, disability benefits, up to 12 weeks of paid parental leave, adoption assistance, fertility planning coverage, legal benefits, long-term care insurance, commuter benefits, tuition reimbursement, charity gift matching, employee stock purchase plan, 401(k) retirement savings with employer match, and access to TransUnion's Employee Resource Groups. Spousal, domestic partner, and other eligible dependent coverage is available on select health and welfare plans.

We are committed to being a place where diversity is not only present, it is embraced. As an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, genetic information, marital status, citizenship status, sexual orientation, gender identity or any other characteristic protected by law.

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