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
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Proactively drive adoption, usage, net retention, and renewals by optimizing customer experience
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Act as the connecting thread for internal teams with the customer across the customer journey
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Drive customer advocacy in resolving customer issues from acquisition to adoption to use to value realization
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Serve as a trusted adviser and advocate for clients
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Create customer success plan with each client
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Monitor and maintain customer health
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Educate clients on business value of solutions
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Aid customers in usage and value realization of solutions
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Partner with Account Executive(s) in preparing and conducting quarterly business reviews
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Drive customer advocacy within Equifax
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Utilize voice of the customer to inform product roadmaps
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Coordinate internal COE teams to benefit of customers
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Provide clients transparency on status of issues/requests
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Assist with resolution of customer support issues
Qualifications
Knowledge
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Knowledge of customer success processes
Skills
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5-7 years of sales experience in management consulting, customer success, account management, business development, or other client-facing role
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Bachelor's degree in related discipline or equivalent experience
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Experience promoting value through the customer experience
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Experience working with complex, multi-divisional, multi-geographical customers
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Ability to create structure in ambiguous situations and design effective processes and creatively solve problems
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Bias for action
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Experience working with cross-functional teams
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Exceptional ability to communicate and foster positive business relationships
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Ability to establish milestones and keep all team members on task; strong project management skills
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Self-driven and proactive
Travailler chez Equifax
Nous croyons en une mentalité de croissance. Chez Equifax, cela comprend offrir à nos employés des occasions de donner le meilleur d’eux-mêmes et d’acquérir de nouvelles compétences en cours de route pour inspirer et bâtir des carrières épanouissantes.
