Customer Success Manager

Equifax•Boise, ID

62d

About The Position

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.

Requirements

Knowledge of customer success processes
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
Experience working with cross-functional teams

Nice To Haves

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
Bias for action

Responsibilities

Proactively drive adoption, usage, net retention, and renewals by optimizing customer experience
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