Customer Success Manager

Customer Success Manager
- Career

Full job description The Customer Success Manager
- Career 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.

• 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

• Bachelor's degree in related discipline or equivalent experience
• 5+ years of sales experience in management consulting, customer success, account management, business development, or other client‑facing role
• 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

• 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