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I-9 Customer Success Manager


Strategic Customer Success Manager, you will work closely with management, team members and clients to contribute to the overall execution and delivery of service specific to the I-9 line of business. 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 I-9 customer base.  This goal will be achieved by regularly engaging with customers to promote product adoption strategies, delivering insights which help drive improvement in the customer’s I-9 program which will strengthen our relationship with customers.  The Strategic Customer Success Manager will also assist the Senior Director in fielding new support requests, assigning new clients within the team, coaching new Success Managers, and handling the highest complexity clients in their own book of business.



What you’ll do

  • Proactively drive adoption, usage, net retention, and renewals specifically within the I-9 line of business by optimizing customer experience and partnering with the client to increase I-9 KPAs for the assigned book of business.

  • Serve as a trusted adviser and advocate for clients in all aspects of I-9 service and leverage your deep I-9 knowledge to explain and address complex client issues

  • Provide clients transparency on status of issues/requests and assist with resolution of customer support issues 

  • 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

  • 8+ years working in the Employer Services industry with comprehensive knowledge of the I-9 process and lifecycle.

  • 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.

  • 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.

  • Bachelor’s degree in related discipline or equivalent experience   


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.

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