Customer Success Specialist

Equifax, Inc.; Sydney; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

4 days in-office collaboration (Mon-TH

Friday remote flexibility

Job summary

Equifax, Inc. is seeking a Customer Success Specialist (CSS) – Core to manage, deliver and support services for our Core customers, ensuring first-class experiences. You will handle customer relationships, service levels, and proactive issue escalation while driving service improvements across the account.

With 2–4 years in a corporate CS role, you will influence stakeholders, communicate clearly, and think strategically and tactically to meet customer needs and align resources for success.

Qualifications

• 2-4 years in a similar role within a corporate environment.
• Influencing / stakeholder management skills at a senior level, both internal and external.
• Proactive mindset, with proven experience to hit the ground running.
• Very strong communication skills: oral, written, presentation, facilitation.
• Ability to think and act both strategically and tactically.

Responsibilities

• Identifying and meeting the needs of our core business customers and providing a high level of customer service.
• Providing information and answering complex queries and explaining products and services.
• Responsible for submitting new account & branch set ups to subscriptions team
• Submit channel connectivity requests to Client Integration Team
• Investigate and correct invoicing and billing issues
• Respond to customer requests on product usage and other product related queries
• Respond to customers in relation to unplanned outages and escalate within the company as appropriate
• Gain a detailed understanding of the products available to subscribers
• Support Account Management group through timely responses to requests including operational inputs into various sales packs

Skills

Stakeholder management

Communication

Strategic thinking

Proactive mindset

Multitasking

Job description

What you'll do

The Customer Success Specialist (CSS) - Core is responsible for the proactive management, delivery and support of services provided to Equifax’s Core customers to ensure their services are first class. Accountabilities include customer relationship management, service level management, proactive client outage, incident and enquiry escalation and service improvement. Below are few key responsibilities of this role ;

• Identifying and meeting the needs of our core business customers and providing a high level of customer service.
• Providing information and answering complex queries and explaining products and services.
• Responsible for submitting new account & branch set ups to subscriptions team
• Submit channel connectivity requests to Client Integration Team
• Investigate and correct invoicing and billing issues
• Respond to customer requests on product usage and other product related queries
• Respond to customers in relation to unplanned outages and elevate within the company as appropriate
• You will be required to gain a detailed understanding of the products available to subscribers
• Support Account Management group through timely responses to requests including operational inputs into various sales packs

What experience you need

• 2-4 years in a similar role within a corporate environment
• Influencing / stakeholder management skills at a senior level, both internal and external
• Proactive mindset, with proven experience to hit the ground running
• Very strong communication skills: oral, written, presentation, facilitation
• Ability to think and act both strategically and tactically

What could set you apart

• Financial services, technology or equivalent work experience
• This role will suit someone who is responsive, focused on customer engagement and delivering customer success. You are good at planning and managing work output in a multitasking environment. You will possess strategic thinking and articulation and demonstrate a solid understanding of customers' perspectives to advocate for customer needs and gain commitment for the resources needed to meet those needs.

You will join a team that fosters a collaborative environment where raising suggestions are valued and a challenge is accepted. This is a genuine opportunity to advance your career down many pathways on a global scale.

We know great things happen when teams connect. Our schedule is built around 4 days of high-impact, in-office collaboration (Monday-Thursday), paired withFriday Flexibility to wrap up your week remotely.

We are proud to hold a Reflect Reconciliation Action Plan (RAP) and encourage applications from Aboriginal and Torres Strait Islander peoples. We welcome people of all backgrounds, knowing that diverse perspectives spark the innovation we need to win.