Skip to main content

Customer Success Systems Analyst

  • Atlanta, United States of America
  • Sales & Support
  • Full time
  • J00130880

Customer Success Systems Analyst

Equifax is seeking a Customer Success Systems Analyst to support internal stakeholders in solving operational business issues.  The candidate will focus on leading the deployment of a cloud based customer success platform to drive customer growth and retention processes for Customer Success Managers within the United States Information Solutions (USIS) Business Unit.  The ideal candidate for this role will have experience working with Customer Success Platforms, with a preference for Gainsight, and a deep understanding of how process, data, and integrated technologies enable customer success operations. The individual will partner with internal stakeholders to gather business requirements, to then strategize and lead the design / build / maintenance of Gainsight, to operationalize, optimize and derive maximum value from the customer success platform.  As such, the candidate must work well with others in cross functional teams - IT, Finance, Sales and Marketing  - on a global scale and across different business units, while primarily representing the best interest and overall sales effectiveness of USIS CSMs.

 

Responsibilities:

 

  • Deliver best practice supporting the overall Gainsight platform strategy and Customer Success by overseeing and participating in the design and implementation of innovative cross-organizational technical processes and workflows within Gainsight

  • Own the administration and maintenance of all Customer Success tooling, with a primary focus on operationalizing and optimizing our Gainsight Customer Success Platform

  • Execute and manage the successful integration of the Go To Market technology stack with Gainsight, including Salesforce

  • Support the rollout of processes, programs, and tools to improve the Customer Success team’s effectiveness. 

  • Structure and execute new operational and strategic initiatives by developing work plans, gathering and synthesizing relevant data, leading analysis and developing robust recommendations 

  • Build, implement, and manage reporting and dashboards to monitor performance against department KPI’s 

  • Consult with Customer Success Champions, analyzing data from multiple systems and helping to improve overall customer success processes 

  • Manage cross functional efforts and projects to craft and improve Customer Success process and strategy 

  • Lead the configuration and optimization of Gainsight to internal customers (including integrations, reports, dashboards, and workflows) aligned to the platform vision and mission and deliver features using Agile methodology

  • Perform oversight and design review of all development work to ensure alignment with best practices and build standards working closely with the solution managers

  • Recommend best practices to drive adoption and engagement across the Customer Success job family

  • Lead and participate in new tool/platform or feature function evaluation and testing

  • Develop and manage platform configuration and process documentation

 

Qualifications:

  • Bachelor’s degree required

  • Minimum of 3 years experience developing / administrating Customer Success platforms, Gainsight preferred

  • Minimum of 3 years experience as a Salesforce Sales Cloud power user or administrator

  • Experience supporting build & deployment of complex, multi-stakeholder technical solutions

  • Comfortable with fact finding and learning about highly complex data models, integrated tech stacks, master data, sales operations and sales process

  • Combines sense of urgency with careful approach, always operating with a customer first mindset

  • Demonstrated ability to work independently across the organization to define requirements, future enhancements and adoption strategies

 

 

To speak to us about this role in more detail apply online.


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

If you'd like more information on your EEO rights under the law, please view ourEEO Policy StatementEEO is the Law Declarations, and Nondiscrimination Provision
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. 

Equifax participates in E-Verify and Right to Work (English and Spanish).