Customer Success Manager (CSM)

Equifax, Inc.; St. Louis (MO); On-site; USD 65,000 - 95,000; Full time

Job summary

Equifax, Inc. in St. Louis seeks a proactive Customer Success Manager to partner with clients, drive adoption, and maximize value from our solutions. You will own the client relationship, understand business objectives, and act as an advocate to ensure satisfaction and retention.

In this role you will educate customers on product value, present insights, coordinate with product, sales, and support teams, and identify upsell opportunities while traveling up to 25% as needed.

Qualifications

• 2+ years in a Customer Success, Account Management, or client-facing role.
• Bachelor’s degree (or higher) required, or equivalent industry experience.
• Self-starter with initiative to own a problem/request and get things done.
• Ability to troubleshoot and solve business and basic technical problems.
• Ability to effectively manage daily client communications, including escalations.
• Proven ability to interface with production teams, technology, sales representatives and clients to provide the total solution.
• Must be able to work autonomously and collaborate as part of a team.
• Displays passion for the customer experience and the desire to improve customer satisfaction.
• Ability to travel occasionally (up to 25% of the time).

Responsibilities

• Develop strong relationships with clients by maintaining engagement, aligning business objectives, and providing high-level service.
• Maintain a deep understanding of our solutions, client base, and best practices.
• Act as a trusted advisor and advocate for the client to ensure success and maximum value as they adopt a new platform/service.
• Educate clients on business value and application of best practices.
• Provide business insights through client value presentations, Quarterly Business Reviews, and other methods.
• Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time.
• Assess customer health by monitoring product usage, reported issues, and other success metrics.
• Coordinate with internal COE teams to meet customer needs and create solutions to pain points; liaising across technology, sales, marketing, finance, and product.
• Identify trends and relay feedback internally to address underlying issues.
• Provide clients full transparency on status of issues/ requests from submission through resolution; drive escalation when needed.
• Actively participate in the customer life cycle process, from prospect to renewal.
• Participate in CSM program development and improvement activities.
• Facilitate customer account changes, product setup and billing research/corrections.
• Work with Sales and Learning & Development teams to facilitate customer training as needed.

Skills

Client-facing skills

Relationship building

Communication skills

Problem solving

Travel readiness

Self-motivation

Education

Bachelor's degree or higher

Job description

A Customer Success Manager (CSM) is a self-starter who demonstrates an owner’s attitude towards our clients. The CSM partners with clients to identify and meet business objectives, ensures clients receive maximum value from our solutions, and provides proactive support with the goal of promoting overall customer satisfaction, product adoption, retention, and revenue expansion.

What you will do

• Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service

• Maintain a deep understanding of our solutions, client base, and best practices

• Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service

• Educate clients on business value of solutions and application of best practices

• Provide business insights through client value presentations, Quarterly Business Reviews, and other methods

• Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity.

• Assess customer health by monitoring product usage, reported issues, and other success metrics

• Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points; coordinating amongst technology, sales, marketing, finance, and product teams

• Identify trends and relay feedback internally to appropriately address underlying issues

• Provide clients full transparency on status of issues / requests from submission through resolution, working across teams and driving the escalation process as needed

• Actively participate in the customer life cycle process, from prospect to renewal

• Participate in CSM program development and improvement activities

• Facilitate customer account changes, product set up and billing research/corrections

• Work with Sales and other Learning & Development teams to facilitate customer training as needed

What experience you need

• 2+ years of experience in a Customer Success, Account Management, or other Client-Facing role

• Bachelor’s degree (or higher) required, or the equivalent years of industry experience

• Self-starting, high-energy go-getter who takes the initiative to own a problem/request and get things done

• Ability to troubleshoot and solve business and basic technical problems

• Ability to effectively manage daily client communications, including escalations and problem management situations

• Proven ability to interface and consult proficiently and professionally with production teams, technology, sales representatives and clients to provide the total solution

• Must be able to work autonomously and collaborate as part of a team

• Displays passion for the customer experience and the desire to look for and uncover opportunities to improve customer satisfaction

• Ability to travel occasionally (up to 25% of the time)

What could set you apart

• Possesses strong analytic skills; process improvement and project management capabilities a plus

• Excellent verbal and written communication skills, including formal as well as informal client and internal presentations

• Exhibits confidence and is calm under pressure

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