Equifax

Customer Success Manager

Equifax

full-time

Posted on:

Location Type: Hybrid

Location: Atlanta • 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

  • 3-5 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
  • Ability to troubleshoot and solve business and basic technical problems
  • 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
  • Consistent with Equifax’s 3/2+2 flexible work framework, a willingness to work Tuesday, Wednesday, Thursday in Equifax’s Atlanta-based office
Benefits
  • 401k matching
  • paid time off
  • comprehensive compensation and healthcare packages
  • 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.

Hard Skills & Tools
troubleshootingproblem solvingclient engagementbusiness insightscustomer health assessmentupsellingcustomer trainingQuarterly Business Reviewsproduct setupbilling research
Soft Skills
relationship buildingcommunicationconsultingcollaborationautonomyadvocacypresentation skillsfeedback relaycoordinationcustomer advocacy
Certifications
Bachelor’s degree