Customer Success Manager

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’ll Do

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

• 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

• 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

• Bias for action

• Experience working with cross-functional teams

• 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

What Could Set you Apart

• Knowledge of customer success processes

• Strong understanding of market segments and market data trends

• Accountability

• Bravery

• Curiosity

• Collaboration

• Ownership

This is an existing role.