Customer Success Manager

Equifax; Leeds; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

Contributory pension

Life cover

Income protection

Healthcare

Enhanced maternity and sick pay

26 days holiday

Birthday day off

Cycle to work

Discounted travel options

Gym membership

Dining and leisure discounts

Financial & savings plans

Mobile discounts

Job summary

Equifax is seeking a Customer Success Manager to drive long-term customer success and adoption of our products and services for a defined set of customers. You will act as the primary point of contact, aligning strategic objectives with client outcomes and cross-functional teams.

You will focus on retention, growth, and risk mitigation while partnering with executives on renewals and expansions. Strong communication and a customer-centric approach are essential.

Qualifications

• Bachelor's degree or equivalent experience.
• Experience in a customer advocacy role.
• Experience selling or delivery of IT Products/Services.
• Oral and written communication skills with professional demeanor.
• Strong organizational, multi-tasking and time management skills.
• Excellent collaboration and interpersonal abilities within and outside the team.
• Self-motivated with the ability to deliver projects on time.
• Ability to thrive in a fast-paced, deadline-driven environment.
• Ability to build rapport and trust with customers and stakeholders.
• Business and technology acumen; familiarity with company software tools.

Responsibilities

• Drive retention and growth among assigned customers with targeted communications and digital and non-digital techniques.
• Collaborate with a high volume of customers to understand business objectives.
• Analyze ROI models and present recommendations to customers.
• Advocate for customers by sharing best practices and routing inquiries to the right teams.
• Identify and coordinate resources across departments to meet customer objectives.
• Partner with executives on renewal and expansion needs.
• Monitor risk of not achieving objectives and help develop mitigation plans.
• Assist in resolving client issues and ensure a positive client experience.

Skills

Customer advocacy

Communication

Interpersonal skills

Time management

Collaboration

Business and technology acumen

Education

Bachelor's degree or equivalent experience

Tools

IT products/services sales or delivery

Job description

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.

The Customer Success Manager is responsible for driving long term customer success and adoption of the company's products and services with a defined set of customers and/or partners. This role serves as a primary point of contact representing the customer.

What you will do

Drive retention and growth among assigned customers by performing targeted mass communication and utilizing digital and non-digital techniques

Collaborate and consult with a high volume of customers to understand business objectives.

Analyze existing ROI models to present to customers based on objectives.

Act as the customer advocate by sharing established best practices with customers and routing inquiries and concerns to appropriate team members

Effectively identify and partner with resources across departments based on customer objectives to support customers' needs

Partner and support customer executive level stakeholders (C-Suite) with their renewal and expansion needs

Identify and monitor risk in customers not achieving their stated business objectives and assist in developing a risk mitigation plan

Assist as needed in client issues resolution and be accountable for client experience and satisfaction

What experience you need

Bachelor's degree or equivalent experience

Experience in customer advocacy role

Experience selling or delivery of IT Products/Services

Oral and written communication skills that demonstrate a professional demeanor and the ability to interact with others with discretion and tact

Organizational, multi-tasking, and time management skills

Collaboration skills, applied successfully within team Interpersonal skills; able to maintain solid rapport with team members as well as maintain professionalism with those outside of department

Self-motivated with the ability to complete projects in a timely manner

Able to thrive in a fast paced, deadline driven environment

Ability to establish rapport and gain the trust of others; effective at gaining consensus

Ability to handle sensitive information with discretion and tact

Able to summarize large quantities of information into actionable insight

Business and technology acumen

Company software technology knowledge

Up to 25% travel time required

The Perks of being a Equifax Employee?

We offer a wide range of company supported benefits including contributory pension, life cover, income protection, healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!

We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums.

Equifax is a global data and analytics company that empowers informed decision-making for businesses and government agencies, supporting economic progress across 24 countries.