Customer Success Manager, DCM

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 Digital Solutions is looking for a Customer Success Manager (CSM) to join our Dispute and Chargeback Management (DCM) team. In this position, the CSM will work directly with the merchant, as well as, internal teams to reduce chargebacks for the client while helping to maintain their bottom line. The CSM will be expected to support post-sales client needs and understand DCM products in order to drive adoption and retention through a consultative and advisory manner.

What you'll do

• Coordinate and lead meeting with customers and internal technical and business units
• Lead customer onboarding and implementation of products and services
• Provide world class service to a portfolio of customers
• Manage all aspects of a customer journey
• Perform technical and non technical problem resolution with customer
• Work with internal stakeholders including sales, marketing, product, finance and IT
• Communicate technical issues, problems and solutions to a varied audience of technical and non-technical personnel
• Document said issues, resolutions and best practices
• Train merchant personnel on day to day usage of Kount and disputes
• Proactive identification of abnormalities and patterns
• Prepare and lead Quarterly Business Reviews with key customers
• Manage multiple internal and CRM systems (Salesforce, Zendesk and Gainsight) to keep proactive status updates and internal activities.
• Provide infrequent, but periodic, after hours support

What experience you'll need

• Bachelor's degree or equivalent work experience
• Minimum of 2 years experience in client facing, customer service or account management role
• Excellent oral and written communication skills including good grammar and syntax

What could set you apart

• Previous banking or credit card fraud prevention experience
• Knowledge of Network Operations and Developer experience
• Knowledge of Salesforce CRM and/or Gainsight
• Knowledge of Google Suite
• Ability to maintain strict confidentiality of company and merchant information

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-ID-Boise

USA-Georgia-Remote, USA-Illinois-Remote, USA-Missouri-Remote, USA-Utah-Remote

Function:
Function - Sales and Account Management

Schedule:
Full time