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Customer Success Manager

Sales

The Customer Success Manager - Career is responsible for optimizing the Customer Experience lifecycle, handling post-Sales Implementation program management and collaborating with the customer to ensure they are realizing expected value from EFX solutions, as well as driving adoption and retention.

What You’ll Do

  • Proactively drive adoption, usage, net retention, and renewals by optimizing customer experience

  • Act as the connecting thread for internal teams with the customer across the customer journey

  • Drive customer advocacy in resolving customer issues from acquisition to adoption to use to value realization

  • Serve as a trusted adviser and advocate for clients

  • Create customer success plan with each client 

  • Monitor and maintain customer health

  • Educate clients on business value of solutions 

  • Aid customers in usage and value realization of solutions

  • Partner with Account Executive(s) in preparing and conducting quarterly business reviews

  • Drive customer advocacy within Equifax 

  • Utilize voice of the customer to inform product roadmaps

  • Coordinate internal COE teams to benefit of customers

  • Provide clients transparency on status of issues/requests

  • Assist with resolution of customer support issues 

Qualifications

Knowledge

  • Knowledge of customer success processes

Skills 

  • 5-7 years of sales experience in management consulting, customer success, account management, business development, or other client-facing role

  • Bachelor's degree in related discipline or equivalent experience  

  • Experience promoting value through the customer experience

  • Experience working with complex, multi-divisional, multi-geographical customers

  • Ability to create structure in ambiguous situations and design effective processes and creatively solve problems

  • Bias for action

  • Experience working with cross-functional teams

  • Exceptional ability to communicate and foster positive business relationships

  • Ability to establish milestones and keep all team members on task; strong project management skills

  • Self-driven and proactive

El trabajo en Equifax

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