Customer Success Manager, Mid-Tier Financial Institutions

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. The Customer Success Manager (CSM) - Mid-Tier Financial Institutions is an individual contributor role responsible for optimizing the customer experience, coordinating post-sales implementation, and collaborating with the customer to ensure they are realizing expected value from Equifax solutions, as well as driving adoption and retention. This position will leverage current contracts and grow revenue through customer success activities such as ensuring customers understand how to access and use Equifax solutions, communicating the value of our data and solutions, examining customer data utilization and identifying gaps in coverage, removing barriers through information, data and analytics, and influencing as a subject matter expert and trusted advisor. The CSM will work with the MidFI Account Executives on an assigned book of accounts to target specific areas of opportunity for growth through improving utilization through use case and/or territory expansion of existing solutions, upsell of new solutions during the renewal process, and price negotiations of our products and services.

Responsibilities

• Support the initial implementation and rollout of Equifax solutions working directly with the customer or in collaboration with a distribution partner.
• Serve as a liaison to subject-matter experts (SME) for Equifax products for commercial, DDM, fraud solutions, data & analytics and Workforce Solutions.
• Provide the customer with the knowledge needed to make best use of Equifax solutions including a deep understanding of the implemented solution, customer usage trends, billing methods, and impact of overages.
• Deliver formal and informal training on products and services as well as analytic insights as to industry trends, peer analysis and/or performance.
• Work alongside the Account Executive on items pertaining to customer business and business processes, needs or pain points.
• Identify areas of risk and potential for account cancellation or reduced usage.
• Act as the connecting thread for internal teams with the customer across the customer journey.
• Assess customer health by driving adoption, monitoring solution usage, and resolving reported issues.
• Raise any client concerns with technical/system related issues and partner with end users to understand the user experience.
• Support internal activities related to reporting and general account planning.
• Develop and deliver weekly, monthly, and quarterly reports that summarize the performance of the implemented solution.

Requirements

• Bachelor's degree from an accredited university.
• Minimum 7 years of relevant professional experience (including customer success management, account relationship management or new business sales).
• Successful client facing experience.
• Willingness to travel 50%.

Nice-to-haves

• Understanding of mid-tier financial institutions and market data trends.
• Demonstrated experience acting as a liaison between the customer, new business sales (Account Executive) and internal Equifax customer support.
• Experience keeping clients engaged and increasing product usage, while building customer loyalty.
• Advocating for customers and fostering a customer-centric team environment.
• Ability to manage multiple projects and priorities simultaneously.
• PMP or other Project Management Certification.
• Prior experience working with complex, multi-divisional, multi-geographical customers.

Benefits

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