Customer Success Manager (CSM)

Summary

Equifax is a company focused on helping people and organizations power their possible. The Customer Success Manager partners with clients to meet business objectives, maximize solution value, and drive customer satisfaction, product adoption, retention, and revenue expansion. The role manages client relationships, assesses customer health, coordinates internal teams, supports issue resolution, and identifies growth opportunities.

Responsibilities

• 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

Skills

• 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)
• 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

Qualifications

Must Haves

• 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)

Nice to Haves

• 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

Benefits

• Healthcare packages
• 401k matching
• Paid time off
• Organizational growth potential through our online learning platform with guided career tracks
• Remote work arrangement