Customer Success Manager, Mid-Tier Financial Institutions

2 weeks ago

Saint Albans, Vermont, United States Equifax Full time


The Customer Success Manager (CSM) - Mid-tier Financial Institutions is an individual contributor responsible for optimizing the customer experience, coordinating post-sales implementation and collaborating with the customer to ensure they are realizing expected value from EFX solutions, as well as driving adoption and retention.

This role 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 Executive(s) 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.

The ideal candidate will have exceptional communication skills, both verbal and written, ability to foster positive relationships and have strong time management skills.


What you'll do:
Customer Engagement & Relationships:


The CSM assigned to a book of named accounts will support the initial implementation and rollout of Equifax solutions working directly with the customer or in collaboration with a distribution partner.

The CSM serves as a liaison to subject-matter experts (SME) for Equifax products (data, scores as well as delivery mechanisms) for commercial, DDM (data-driven marketing), fraud solutions, data & analytics and Workforce Solutions.

Client and Solution Optimization:


The CSM provides 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 that may result from increased usage and records.

Knowledge transfer also includes the delivery of formal and informal training on our products and services (i.e. platform and reports or data delivered via our systems) as well as analytic insights as to industry trends, peer analysis and/or performance.

Growth Opportunity Identification

:

The CSM will work alongside the Account Executive on items pertaining to customer business and business processes, needs or pain points, and processes that pertain to the growth of the clients activities or

impact ability to deliver.

Customer Retention:

The CSM helps identify areas of risk and potential for account cancellation or reduced usage.


Acts as the connecting thread for internal teams with the customer across the customer journey, ensuring needs are met and pain points are eliminated, leading to account retention and renewals.

The CSM role has responsibility for contract renewals including upsell and pricing negotiations to protect revenue run rate and decrease the likelihood of a lost account or decline in revenues.

Customer Health

:

Assess customer health by driving adoption, monitoring solution usage, driving resolution of reported issues and being the voice of the customer for future product roadmaps

Technical Troubleshooting

:

The CSM helps to raise any client concerns with technical/system related issues as well as usability. The CSM works with operations leads, product development and other team members to help identify system defects or enhancements.

They partner with end users to understand the user experience and help support onsite troubleshooting of any system or data related issues.

General Account Management Support:


While the CSM serves as an advocate of the client and is assigned to the "account" there is a portion of the day-to-day that is focused on supporting internal activities related to reporting and general account planning.

Business Reviews

:


The CSM is responsible for the development and delivery of weekly, monthly, and quarterly reports that summarize the performance of the implemented solution, including transactions, system availability, and trends.


This is done in collaboration with the AE to determine internal vs external communications for both operational and strategic insights.


What experience you need:
Minimum Bachelor's degree

Minimum 7 years of relevant professional experience (including customer success management, account relationship management or new business sales)

Successful client facing experience

Willing to travel 50%

What could set you apart:
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

Understanding of mid-tier financial institutions and market data trends

Prior experience working with complex, multi-divisional, multi-geographical customers

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