Customer Success Manager
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Job Description
Customer Success Manager driving adoption, retention, and renewals for complex Equifax customer accounts. Guiding implementation, value realization, and cross-functional client advocacy.
Responsibilities:
- Optimize the customer experience lifecycle
- Manage the post-sales implementation program
- Collaborate with customers to ensure they realize the expected value from Equifax solutions
- Drive adoption, usage, net retention, and renewals for complex accounts
- Act as the connecting thread between internal teams and customers throughout the customer journey
- Champion customer advocacy in resolving issues from acquisition through adoption, usage, and value realization
- Serve as a trusted adviser and advocate for clients
- Create a customer success plan with each client
- Monitor and maintain customer health
- Educate clients on the business value of solutions
- Help customers use solutions and realize their value
- Partner with Account Executives to prepare and conduct quarterly business reviews
- Champion the customer voice within Equifax
- Use the voice of the customer to inform product roadmaps
- Coordinate internal Centre of Excellence teams for customers' benefit
- Provide clients with transparency regarding issue and request status
- Assist with resolving customer support issues
Requirements:
- 5–7 years of experience in sales, management consulting, customer success, account management, business development, or another client-facing role
- Bachelor's degree in a related discipline or equivalent experience
- Experience demonstrating and promoting value throughout the customer experience
- Experience working with complex, multi-divisional, and geographically dispersed customers
- Ability to create structure in ambiguous situations, design effective processes, and solve problems creatively
- Bias for action
- Experience working with cross-functional teams
- Exceptional communication skills and the ability to foster positive business relationships
- Ability to establish milestones and keep all team members on track; strong project management skills
- Self-motivated and proactive
- Knowledge of customer success processes
- Strong understanding of market segments and market data trends
- Accountability, bravery, curiosity, collaboration, and ownership
Benefits:
- Remote work arrangement in Quebec or Ontario
- Full-time schedule
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