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UC Customer Success Manager

  • St. Louis, United States of America
  • Sales & Support
  • Full time
  • J00129421

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.


Qui est Equifax?

À Equifax, nous croyons que la connaissance entraîne des progrès. En tant que société mondiale de données, d'analyses et de technologies, nous jouons un rôle essentiel dans l'économie mondiale en aidant les employeurs, les employés, les institutions financières et les agences gouvernementales à prendre des décisions critiques avec une plus grande confiance. En tant que

Nous travaillons pour aider à créer des expériences transparentes et positives pendant les moments pivots de la vie: demander des emplois ou une hypothèque, financer une éducation ou acheter une voiture. Notre impact est réel et d'accomplir nos objectifs, nous nous concentrons sur la nourrie de notre peuple pour l'avancement de la carrière et leur apprentissage et leur développement, soutenant notre prochaine génération de dirigeants, en maintenant un environnement de travail inclusif et diversifié et à engager régulièrement nos employés. Indépendamment de l'emplacement ou du rôle, le travail individuel et collectif de nos employés fait une différence et que nous recherchons des joueurs talentueux pour nous rejoindre car nous aidons les gens à vivre leur meilleur financier.

Equifax est un employeur d'égalité des chances et les candidats qualifiés recevront une contrepartie de l'emploi sans tenir compte de la race, de la couleur, de la religion, de l'ascendance, de l'âge, de l'orientation sexuelle, de l'identité sexuelle, de l'identité de genre ou de l'expression, du service des forces armées, du statut de vétéran protégé, origine nationale, invalidité physique ou mentale, information génétique, statut de citoyenneté ou tout autre statut protégé par la loi.

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