Customer Success Manager (CSM) at Equifax Inc. in St Louis, Missouri

Job Description:

The Customer Success Manager (CSM) - Consumer Finance/Card/Auto will leverage current contracts and grow revenue as a subject matter expert and trusted advisor. This will include training customers, communicating the value of EWS data, examining customer data utilization and identifying gaps in coverage, removing barriers through information, data and analytics.

In this role, the CSM will work with the Account Executive(s) to target specific areas of opportunity for growth through utilization of our products and services.

What You'll Do:

• Customer Engagement & Relationships: The CSM assigned to an account will support the initial implementation and rollout of Equifax solutions working directly with the customer or in collaboration with a partner. The CSM serves as a subject matter expert (SME) for our products (data/delivery mechanisms) and works with the EWS special ops team to plan and execute the rollout of EWS solutions. The CSM is an extension of the sales account teams revenue growth and account management for the customer.

• 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).

• Growth Opportunity Identification: The CSM will engage with 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 client's activities or impact EWS' ability to deliver.

• Customer Retention: The CSM helps identify areas of risk and potential for account cancellation or reduced usage. The role will work with the Account Executive to intervene when needed to help decrease the likelihood of a lost account or decline in revenues.

• 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. The CSM delivers on contractual requirements of SLA documentation and reporting, as well as RCAs with the assistance of the technology teams.

• 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 the AE's activities related to invoicing, internal reporting, and general account planning. The CSM will support the AEs in any day-to-day business activities between the customer and Equifax.

• Reporting: The CSM is responsible for the development and delivery of weekly, monthly, and quarterly reports that summarize the performance of the implemented solution, including but not limited to transactions, system availability, and trends. This is done in collaboration with the AE to determine internal vs external communications.

• Revenue Assurance/ Billing Reconciliation: The CSM will ensure the customer is set up properly for the products they have contracted and will ensure invoices accurately reflect the intended billing. The CSM will also ensure the customer has the appropriate purchase orders in place and that invoices are paid timely.

• Bachelors Degree Required
• 3-5 years of relevant B2B professional experience (customer support, customer success, account management)
• 1-3 years experience in supporting financial services customers would be preferred
• 
  1 + years demonstrated experience in the following areas:
  
  
  
  • Acting as a liaison between the customer, sales, & customer support
  • Keeping clients engaged and increasing product usage
  • Building customer loyalty
  • Keeping a "high-level view" of the entire support process
  • Advocating for customers
  • Fostering a customer-centric team environment
• 1 years experience managing multiple projects and priorities simultaneously
• Willing to travel 25%

• Experience in preparing and conducting Quarterly Business Review (QBR) meetings with customers, including analyzing performance metrics, identifying growth opportunities, and fostering strong client relationships through effective communication and strategic planning.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
• Bias for action