Strategic Customer Success Manager - Mortgage

Equifax•Washington, DC

52d•$129,830 - $165,000

About The Position

The Strategic Customer Success Manager - Mortgage 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 Equifax solutions, as well as driving adoption and retention.

Requirements

Bachelor's degree in related discipline or equivalent experience
7+ years of B2B sales or customer success experience in primary or secondary mortgage market or mortgage technology partner experience
Knowledge of customer success and project management best practices
Ability to provide resolutions to a wide range of complex problems that require the frequent use ingenuity and creativity
Experience promoting value through the customer experience and 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
Curiosity to learn and grow

Responsibilities

Proactively drive adoption, usage, net retention, and assist with 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
Become SME for how Equifax products work within the ecosystem and educate clients on business value of solutions
Aid customers in usage and value realization of solutions
Partner with Relationship Manager 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
Act as point person for internal and external stakeholders in coordination with technology and product to ensure successful enhancements to partner platforms and technical matters