Customer Success Manager (CSM)

Equifax • Clayton, MO

1d • Hybrid

About The Position

Equifax is looking for a self-starter with an owner's attitude towards clients to join their team as a Customer Success Manager (CSM). The CSM will partner with clients to identify and meet business objectives, ensure clients receive maximum value from Equifax solutions, and provide proactive support to promote customer satisfaction, product adoption, retention, and revenue expansion.

Requirements

• 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.

Nice To Haves

• Strong analytic skills.
• Process improvement and project management capabilities are 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.

Responsibilities

• Develop strong relationships with clients through high engagement, aligning business objectives, and providing excellent service.
• Maintain a deep understanding of Equifax solutions, client base, and best practices.
• Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt new platforms/services.
• Educate clients on the business value of solutions and the 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.
• 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 met and to create solutions for client pain points, coordinating across technology, sales, marketing, finance, and product teams.
• Identify trends and relay feedback internally to address underlying issues.
• Provide clients full transparency on the status of issues/requests from submission through resolution, working across teams and driving the escalation process.
• 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.

Benefits

• Comprehensive compensation and healthcare packages
• 401k matching
• Paid time off
• Organizational growth potential through online learning platform with guided career tracks

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level