Customer Success Manager

Synopsis of the Role 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.