Strategic Customer Success Manager – Mortgage
Equifax
full-time
Posted on:
Location Type: Remote
Location: Remote • District of Columbia, Pennsylvania • 🇺🇸 United States
Visit company websiteSalary
💰 $129,830 - $165,000 per year
Job Level
SeniorLead
About the role
- Proactively drive adoption, usage, net retention, and assistance with 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
- Become SME for how Equifax products work within the ecosystem and educate clients on business value of solutions
- Aid customers in usage and value realization of solutions
- Partner with Relationship Manager 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
- Act as point person for internal and external stakeholders in coordination with technology and product to ensure successful enhancements to partner platforms and technical matters
Requirements
- Bachelor's degree in related discipline or equivalent experience
- 7+ years of B2B sales or customer success experience in primary or secondary mortgage market or mortgage technology partner experience
- Knowledge of customer success and project management best practices
- Ability to provide resolutions to a wide range of complex problems that require the frequent use ingenuity and creativity
- Experience promoting value through the customer experience and 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
Benefits
- Health insurance
- 401k matching
- Paid time off
- Professional development opportunities
- Annual incentive compensation program (approximately 15%)
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successproject managementproblem solvingvalue realizationcustomer experience optimizationB2B salesmortgage technologycross-functional collaborationprocess designcustomer advocacy
Soft skills
communicationcreativityingenuityorganizationalleadershiptransparencystakeholder managementadaptabilityproactivitytrustworthiness
Certifications
Bachelor's degree