Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you.
Equifax is looking for a Customer Success Manager (CSM) to join our Equifax Digital Solutions (EDS) team. The CSM partners with clients to identify and meet business objectives, ensures clients receive maximum value from our solutions, and provides proactive support with the goal of promoting overall customer satisfaction, product adoption, retention, and revenue expansion. To be successful, this candidate must be a self-starter who demonstrates an owner’s attitude towards our clients. Must be able to think critically in order to problem solve and troubleshoot basic technical and business concerns. This position follows a hybrid work environment and requires in-office presence with the ability to travel up to 25% of the time.
What you will do
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Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service
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Maintain a deep understanding of our solutions, client base, and best practices
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Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service
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Educate clients on business value of solutions and application of best practices
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Provide business insights through client value presentations, Quarterly Business Reviews, and other methods
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Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity.
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Assess customer health by monitoring product usage, reported issues, and other success metrics
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Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points; coordinating amongst technology, sales, operations, marketing, finance, and product teams
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Identify trends and relay feedback internally to appropriately address underlying issues
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Provide clients full transparency on status of issues / requests from submission through resolution, working across teams and driving the escalation process as needed
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Actively participate in the customer life cycle process, from prospect to renewal
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Participate in CSM program development and improvement activities
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Facilitate customer account changes, product set up and billing research/corrections
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Work with Sales and other Learning & Development teams to facilitate customer training as needed
What experience you need
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Bachelor’s degree or equivalent experience
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Minimum of 3 years of experience in a Customer Service, Customer Success, Account Management, or other Client-Facing role
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Proven ability to learn and understand complex, technical solutions in order to troubleshoot and solve business and basic technical problems
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Prior experience working both autonomously and collaboratively part of a team
What could set you apart
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Possesses strong analytical skills; process improvement and project management capabilities
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Excellent verbal and written communication skills, including formal as well as informal client and internal presentations
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Exhibits confidence and is calm under pressure
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.
Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!
Equifax is an Equal Opportunity Employer. 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.
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.
