Customer Success Manager
Equifax
Synopsis of the Role
The Customer Success Manager 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 for complex accounts
- 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
What Experience You Need
- 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
What Could Set You Apart
- Knowledge of customer success processes
- Strong understanding of market segments and market data trends
- Accountability
- Bravery
- Curiosity
- Collaboration
- Ownership
Vacancy posted 7 days ago
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