Customer Success Manager

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.

Equifax is looking for a Customer Success Manager (CSM) to join our Equifax Digital Solutions (EDS) team. The CSM partners with clients to identify and meet business objectives, ensures clients receive maximum value from our solutions, and provides proactive support with the goal of promoting overall customer satisfaction, product adoption, retention, and revenue expansion. To be successful, this candidate must be a self-starter who demonstrates an owner's attitude towards our clients with the ability to work as a team or in an independent environment.

What you'll do

• Develop strong relationships with our clients by maintaining a high level of engagement, and aligning business objectives
• Maintain a deep understanding of our solutions, client base, and best practices
• Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service
• Educate clients on business value of solutions and application of best practices
• Act as a liaison between internal teams to ensure customer needs are being met and to create solutions to client pain points; coordinating amongst technology, sales, marketing, finance, and product teams
• Identify trends and relay feedback internally to appropriately address underlying issues
• Respond to all ad hoc client requests/inquiries via Jira, email, phone, instant messaging
• Analyze client accounts to spot trends and communicate findings to clients
• Submit and follow through on Internal Support/JIRA, Bug, or Feature tickets
• Troubleshoot technical issues with clients
• Send analytical reports as requested by the clients
• Up-sell and cross-sell features and services
• Manage client communication efforts on projects or service enhancements
• Develop a strong knowledge of internal resources and a clear understanding of when to utilize them
• Acquire a detailed understanding of all required documentation and broad knowledge of account maintenance policy and procedures, keeping informed and able to adapt to any change to guidelines and policy

What experience you'll need

• Bachelor's degree or the equivalent experience
• Minimum 2 years experience in a sales, customer service, tech support or similar customer-facing role
• Excellent communication and presentation skills
• Ability to troubleshoot and solve business and basic technical problems
• Demonstrated project management skills in order to effectively manage daily client communications, including escalations and problem management situations

What could set you apart

• Previous experience in financial services, tech or payment processing industries
• Knowledge of of card brand rules and regulations
• Awareness of industry's latest trends in chargebacks and fraud prevention
• Experience with merchants, affiliate markets or account management

We offer comprehensive compensation and healthcare packages, 401k matching, paid time off, and organizational growth potential through our online learning platform with guided career tracks.

Are you ready to power your possible? Apply today, and get started on a path toward an exciting new career at Equifax, where you can make a difference!

Equifax is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Primary Location:
USA-Georgia-Remote

USA-Florida-Remote, USA-Idaho-Remote, USA-Texas-Remote, USA-Utah-Remote

Function:
Function - Sales and Account Management

Schedule:
Full time