Customer Success Manager, Digital Solutions (Finance)
We're looking for a Customer Success Manager (CSM) to join the Equifax Digital Solutions (EDS) team driving growth in the payments fraud detection and prevention, identity verification, chargeback management, and regulatory compliance sectors. This CSM role will be focused specifically on our payments fraud solutions and will be responsible for optimizing the customer experience lifecycle, handling post-sales implementation, and collaborating with the customer to ensure they are realizing expected value, as well as driving adoption and retention.
This position follows a hybrid work schedule -- Tuesday/Wednesday/Thursday onsite in office at our downtown Boise location.
What you will do
- Proactively drive adoption, usage, net retention, and renewals by optimizing customer experience
- Act as the connecting thread for internal teams with the customer across the customer journey
- Drive customer advocacy in resolving customer issues from acquisition to adoption to use to value realization
- Serve as a trusted adviser and advocate for clients
- Create customer success plan with each client
- Monitor and maintain customer health
- Educate clients on business value of solutions
- Aid customers in usage and value realization of solutions
- Drive customer advocacy within Equifax
- Utilize voice of the customer to inform product roadmaps
- Coordinate internal COE teams to benefit of customers
- Provide clients transparency on status of issues/requests
- Assist with resolution of customer support issues
What experience you need
- Bachelor's degree in related discipline or equivalent experience
- 5-7 years of experience in B2B customer success, account management, or other client-facing role
- Knowledge of customer success processes and best practices
- Experience promoting value through the customer experience
- Experience working with complex, multi-divisional, multi-geographical customers
- Experience working with cross-functional teams
What could set you apart
- Exceptional ability to communicate and foster positive business relationships
- Ability to create structure in ambiguous situations and design effective processes and creatively solve problems
- Ability to establish milestones and keep all team members on task; strong project management skills
- Self-driven and proactive nature
- Can-do attitude
- Curiosity to learn and find resolutions
- Bias for action
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