Customer Success Manager (Personal Services)
The Customer Success Manager - Manager is responsible for leading a team of Customer Success Managers, working through them to optimize 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.
At Equifax, we believe knowledge drives progress. As a global data, analytics and technology company, we play an essential role in the global economy by helping employers, employees, financial institutions and government agencies make critical decisions with greater confidence.
We work to help create seamless and positive experiences during life's pivotal moments: applying for jobs or a mortgage, financing an education or buying a car. Our impact is real and to accomplish our goals we focus on nurturing our people for career advancement and their learning and development, supporting our next generation of leaders, maintaining an inclusive and diverse work environment, and regularly engaging and recognizing our employees. Regardless of location or role, the individual and collective work of our employees makes a difference and we are looking for talented team players to join us as we help people live their financial best.
We offer excellent compensation packages with market competitive pay, comprehensive healthcare packages, 401k matching, schedule flexibility, work from home opportunities, paid time off, and organizational growth potential.
Grow at your own pace through online courses at Learning @ Equifax.
What You'll Do
Manage a team of Customer Success Managers, responsible for optimizing the customer experience lifecycle within assigned sets of accounts, ensuring high satisfaction and overall account health
Work through team to proactively drive adoption, usage, net retention, and renewals by optimizing the customer experience
Develop the team to successfully identify opportunities for new business growth and reference-ability, as well as identify potential issues that need immediate attention
Develop and utilize metrics for the team to further drive customer relationships and overall account health
Drive customer-first philosophy throughout the team to help create engaged customers and facilitate organic growth
Partner with internal teams across the organization to share voice of customer feedback and opportunities for improvement, revenue growth, future product roadmap suggestions and overall account retention information
Knowledge of customer success processes
Good understanding of market segments and market data trends
7-10 years of sales experience in management consulting, customer success, account management, business development, or other client-facing role, with at least three in a managerial 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
Bias for action
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
Extra Points for the Following
Masters or advanced degree preferred
Think and act differently
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If this sounds like somewhere you want to work, don't delay, apply today - we're looking for you!
Function:Function - Sales and Account Management