Customer Success Manager

Equifax, Inc.; Jefferson City (MO); Remote; USD 80,000 - 120,000; Full time

Job summary

A leading company in the financial services sector is looking for a Customer Success Manager to enhance the customer experience lifecycle. In this role, you will be responsible for managing post-sales implementation and facilitating the realization of value for clients. You will collaborate with internal teams to ensure client satisfaction and will need a strong background in customer success processes and sales. This position can be performed remotely, making it ideal for proactive individuals eager to drive customer advocacy.

Qualifications

• 5-7 years of experience in management consulting or customer-facing roles.
• Experience promoting value through customer experience.
• Ability to structure ambiguous situations.

Responsibilities

• Drive adoption and usage while monitoring customer health.
• Collaborate with Account Executives for business reviews.
• Serve as a trusted adviser for clients.

Skills

Customer success processes

Sales experience

Project management

Complex customer management

Cross-functional teamwork

Education

Bachelor's degree in related discipline

Job description

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 will do:

• Proactively drive adoption, usage, net retention, and renewals by optimizing customer experience

• 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:

• Knowledge of customer success processes

• 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

• Experience working with cross-functional teams

What could set you apart:

• 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

• Bias for action

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