Equifax

Inside Sales Customer Success Manager – Mortgage

Equifax

full-time

Posted on:

Location Type: Hybrid

Location: Clayton • Montana • United States

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About the role

  • 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

Requirements

  • 2+ years of experience in a B2B customer success, account management, or other client-facing role
  • Bachelor’s degree or the equivalent experience
  • Self-starting, high-energy go-getter who takes the initiative to own a problem/request and get things done
  • Ability to effectively manage daily client communications professionally, including escalations and problem management situations
  • Experience working both autonomously and collaboratively as part of a team
  • Displays passion for the customer experience and the desire to look for and uncover opportunities to improve customer satisfaction
Benefits
  • comprehensive compensation and healthcare packages
  • 401k matching
  • paid time off
  • organizational growth potential through our online learning platform with guided career tracks
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
relationship buildingclient engagementtrusted advisorbusiness insightsproblem managementcustomer satisfactioninitiativecollaborationcommunicationcustomer advocacy
Certifications
Bachelor’s degree