Customer Success Manager

equifax; West Yorkshire; On-site; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Contributory pension

Life cover

Income protection

Healthcare

26 days holiday + birthday day off

Job summary

Equifax is seeking a Customer Success Manager in Leeds to drive long-term customer success and adoption of IT products and services. You will act as the primary contact for a defined set of customers, guiding strategic objectives and ensuring renewal and expansion opportunities are realized.

You will collaborate with cross-functional teams to deliver insights, manage risk, and advocate best practices, while effectively communicating ROI to senior stakeholders.

Qualifications

• Bachelor's degree or equivalent experience.
• Experience in a customer advocacy role.
• Experience selling or delivering IT products/services.
• Oral and written communication skills with discretion and tact.
• Organizational, multi-tasking, and time management skills.
• Strong collaboration and interpersonal skills, maintaining rapport across teams.
• Self-motivation and ability to complete projects timely in a fast-paced environment.
• Willingness to travel up to 25%.

Responsibilities

• 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

Skills

Communication

Organization

Time management

Collaboration

Self-motivation

Interpersonal skills

Summarize information

Business & tech acumen

Education

Bachelor's degree or equivalent experience

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.

Primary Location:

GBR-Leeds-6-Wellington

Function:

Function - Sales and Account Management

Schedule:

Full time