Inside Sales Customer Success Manager - Mortgage

Equifax • Clayton, MO

31d • Hybrid

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. Equifax is looking for a Customer Success Manager to join the Mortgage Inside Sales team. This role is a relationship-based sales position responsible for optimizing the customer experience lifecycle by partnering with clients to identify and meet business objectives. This involves handling post-sales implementation, program management and collaborating with the customer to ensure they are realizing expected value from Equifax solutions, while ultimately driving adoption and retention.

Requirements

• 2+ years of experience in a B2B customer success, account management, or other client-facing role
• Bachelor’s degree or the equivalent experience
• Self-starting, high-energy go-getter who takes the initiative to own a problem/request and get things done
• Ability to effectively manage daily client communications professionally, including escalations and problem management situations
• Experience working both autonomously and collaboratively as part of a team
• Displays passion for the customer experience and the desire to look for and uncover opportunities to improve customer satisfaction
• Consistent with Equifax’s 3/2+2 flexible work framework, a willingness to work Tuesday, Wednesday, Thursday in Equifax’s Atlanta-based office

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

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

Benefits

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

What This Job Offers

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