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UC Customer Success Manager

Sales

Customer Success Manager, you will work closely with management, team members and clients to contribute to the overall execution and delivery of service. This candidate is a highly skilled member of the department with working knowledge of client requirements, system capabilities, auditing principles/practices and data analytics. You will be responsible for maintaining loyalty and advocacy in our customer base.  You will achieve this goal by regularly engaging with customers to promote product adoption strategies, delivering insights which help drive improvement in the customer’s UC program which will strengthen our relationship with customers.

 

What you’ll do

  • Conduct periodic UC business reviews by analyzing the client’s results of their UC program to provide insights and develop a plan to drive improvement in their UC program. Ability to utilize in depth UC knowledge and experience to apply it to complex client problems (connect the dots).

  • Use existing knowledge of best practices on how clients integrate with Equifax UC Operations to drive improvements to the client’s UC program.

  • Proactively identify, recommend and implement value-added solutions to strengthen relationships with clients, providing insights on downstream outcomes and recommend alternative solutions to clients when their requests are not in their best interest.

  • Communicate information related to new releases, features, and legislative changes to customers; Assist customers with assimilating these changes into their use of the product.

  • Develop strong relationships with customer stakeholders and collect feedback via interviews, focus groups and surveys and serve as the voice of the customer to inform the product roadmap and customer-facing business.

 

What experience you need

  • 3+ years working in the unemployment industry, specifically claims process, etc.

  • 3+ years working in a customer-facing role, ideally in a consulting, account management, or other post-sale role at a technology company

  • Bachelor’s degree in related discipline or equivalent experience  

  • Comprehensive knowledge of the unemployment cost management process and lifecycle, including but not limited to:  claims process, hearings, tax, charges, data quality, state-facing, CDS, audit, etc.

  • Ability to explain complex information and work to build support and agreement with customers and internal partners (UC Service Team and other internal partners).


 

What could set you apart

  • Comprehensive knowledge of the unemployment cost management process and lifecycle, including but not limited to:  claims process, hearings, tax, charges, data quality, state-facing, CDS, audit, etc.

  • Ability to explain complex information and work to build support and agreement with customers and internal partners (UC Service Team and other internal partners).

  • Proactively drive adoption, usage, net retention, and renewals specifically within the Unemployment Claims (UC) line of business by optimizing customer experience and partnering with the client to increase UC KPAs for the assigned book of business.

  • Communicate information related to new releases, features, and legislative changes to customers; Assist customers with assimilating these changes into their use of the product.

  • Develop strong relationships with customer stakeholders and collect feedback via interviews, focus groups and surveys and serve as the voice of the customer to inform the product roadmap and customer-facing business.


 

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Who is Equifax? 

At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence. ​​​​​​​ 

We work to help create seamless and positive experiences during life’s pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best. 

Working at Equifax

We believe in a growth mindset. At Equifax, this includes providing our employees opportunities to perform at their best and learn new skills along the way to inspire and build fulfilling careers.

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