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Senior Director, I-9 Customer Success

  • St. Louis, United States of America
  • Sales & Support
  • Full time
  • J00129685

As the Senior Director of Customer Success, you will be responsible for ensuring that our customers are realizing measurable value from our products and services, thereby reducing churn rates.  You will achieve this goal by leading a team of Customer Success Managers in the execution of repeatable processes and procedures focused on our customers’ success and providing detailed metrics on the results.

 

 


What you’ll do

  • Map the customer journey from prospect through renewal and identify key inflection points that influence a customer’s adoption, satisfaction, advocacy, and likelihood of renewal.  For each inflection point, standardize the process for engaging with customers, capturing their feedback, and intervening on the customer’s behalf (if necessary) and Identify opportunities for continuous improvement

  • Attract, develop, and retain a team of Customer Success Managers responsible for helping customers derive value from our products and generating customer loyalty & advocacy

  • Work with Product Management to design and execute strategies that successfully relay information related to new releases, features, and legislative changes to customers

  • Build and maintain a Community Portal that serves as a central repository for product information, promotes customer engagement and provides value-added resources.  Create programs, processes, training curriculums, best practices, and tips for effectively deploying our products and ensuring our customers derive measurable value from them post-deployment.  Work with Product Management to build a Customer Advisory Board

  • Provide stakeholders with a Customer Experience dashboard summarizing the overall health of the customer base and develop key indicators to identify at-risk customers and establish a critical account management process. Create a cadence for reviewing the metrics within the team and across the customer lifecycle

  • Facilitate new business growth through greater customer advocacy and reference-ability

 


 

What experience you need  

  • 10+ years working in a customer-facing role, ideally in a consulting, account management, or other post-sale role at a technology company dealing with the C-suite level within the client as well as internal. This can be a combination of unemployment client facing and C-suite level client facing.

  • 8+ years working in the unemployment industry, with comprehensive knowledge of the unemployment cost management process and lifecycle, including but not limited to:  claims process, hearings, tax, charges, data quality, state-facing, etc.

  • Bachelor’s degree in related discipline or equivalent experience


 

What could set you apart

  • Strong negotiation skills in order to help the contract signer level client understand the value/benefit of renegotiating existing contact with existing service and allow EFX to charge at a per diem or higher cost with identifying the tax savings on the backend.

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


 

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.

Equifax is an Equal Opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, ancestry, age, sex/gender, sexual orientation, gender identity or expression, service in the Armed Forces, protected veteran status, national origin, physical or mental disability, genetic information, citizenship status or any other status protected by law.

For US Applicants

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If you need a reasonable accommodation to assist with your job search or applicant for employment, please contact us by sending an email to GTA@equifax.com. In your email, please include a description of the specific accommodation you are requesting and a description of the position for which you are applying. 

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