Customer Success Manager - Mid-Tier Financial Institutions

Equifax • Atlanta, GA

3d • $133,770 - $144,500 • Remote

About The Position

Equifax is where you can power your possible. If you want to achieve your true potential, chart new paths, develop new skills, collaborate with bright minds, and make a meaningful impact, we want to hear from you. The Customer Success Manager (CSM) - Mid-Tier Financial Institutions is an individual contributor role responsible for optimizing the customer experience, coordinating post-sales implementation, and collaborating with the customer to ensure they are realizing expected value from Equifax solutions, as well as driving adoption and retention. This position will leverage current contracts and grow revenue through customer success activities such as ensuring customers understand how to access and use Equifax solutions, communicating the value of our data and solutions, examining customer data utilization and identifying gaps in coverage, removing barriers through information, data and analytics, and influencing as a subject matter expert and trusted advisor. The CSM will work with the MidFI Account Executives on an assigned book of accounts to target specific areas of opportunity for growth through improving utilization through use case and/or territory expansion of existing solutions, upsell of new solutions during the renewal process, and price negotiations of our products and services. The ideal candidate will have exceptional communication skills, both verbal and written, ability to foster positive relationships and have strong time management skills.

Requirements

• Bachelor's degree from an accredited university or equivalent work experience
• 7+ years of experience in a B2B customer success, account management, or other client-facing role with large, Enterprise clients, preferable financial institutions
• Experience working cross-functionally with complex, multi-divisional, multi-geographical customers
• Experience keeping clients engaged and increasing product usage, while building customer loyalty
• Exceptional communication skills to foster positive business relationships
• Willingness to travel ~20%

Nice To Haves

• A deep understanding of mid-tier financial institutions and market data trends
• Ability to advocate for customers and foster a customer-centric team environment
• Ability to manage multiple projects and priorities simultaneously
• PMP or other Project Management Certification

Responsibilities

• Customer Engagement & Relationships: The CSM assigned to a book of named accounts will support the initial implementation and rollout of Equifax solutions working directly with the customer or in collaboration with a distribution partner. The CSM serves as a liaison to subject-matter experts (SME) for Equifax products (data, scores as well as delivery mechanisms) for commercial, DDM (data-driven marketing), fraud solutions, data & analytics and Workforce Solutions.
• Client and Solution Optimization: The CSM provides the customer with the knowledge needed to make best use of Equifax solutions including a deep understanding of the implemented solution, customer usage trends, billing methods, and impact of overages that may result from increased usage and records. Knowledge transfer also includes the delivery of formal and informal training on our products and services (i.e. platform and reports or data delivered via our systems) as well as analytic insights as to industry trends, peer analysis and/or performance.
• Growth Opportunity Identification: The CSM will work alongside the Account Executive on items pertaining to customer business and business processes, needs or pain points, and processes that pertain to the growth of the clients activities or impact ability to deliver.
• Customer Retention: The CSM helps identify areas of risk and potential for account cancellation or reduced usage. Acts as the connecting thread for internal teams with the customer across the customer journey, ensuring needs are met and pain points are eliminated, leading to account retention and renewals. The CSM role has responsibility for contract renewals including upsell and pricing negotiations to protect revenue run rate and decrease the likelihood of a lost account or decline in revenues.
• Customer Health: Assess customer health by driving adoption, monitoring solution usage, driving resolution of reported issues and being the voice of the customer for future product roadmaps
• Technical Troubleshooting: The CSM helps to raise any client concerns with technical/system related issues as well as usability. The CSM works with operations leads, product development and other team members to help identify system defects or enhancements. They partner with end users to understand the user experience and help support onsite troubleshooting of any system or data related issues.
• General Account Management Support: While the CSM serves as an advocate of the client and is assigned to the “account” there is a portion of the day-to-day that is focused on supporting internal activities related to reporting and general account planning.
• Business Reviews: The CSM is responsible for the development and delivery of weekly, monthly, and quarterly reports that summarize the performance of the implemented solution, including transactions, system availability, and trends. This is done in collaboration with the AE to determine internal vs external communications for both operational and strategic insights.

Benefits

• We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees