Client Success Manager I

Under the direction of the Corporate Revenue Officer, the Client Success Manager (“CSM”) will optimize the customer experience lifecycle, handling post-Sales Implementation program management, and collaborate with the customer to ensure they realize the expected value from Equifax solutions, as well as drive adoption and retention. The CSM will support sales activities that accelerate time to revenue and facilitate client support functions with a focus on growth markets while maintaining an elevated level of service. The CSM is also responsible for prospecting, generating leads, and soliciting net-new credit unions who do not currently purchase Equifax products. This will require the CSM to be involved in presentation of services, proposals, and contracting/deal closing for the net-new credit union business.   

Essential Duties and Responsibilities

These essential duties and responsibilities are not intended to be and should not be construed as an all-inclusive list of responsibilities, skills, or working conditions associated with this position. While it is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties or to assign other duties as necessary.

Primary Responsibilities:

  • Proactively drive adoption, usage, net retention, and renewals by optimizing client experience. Expedite current and forthcoming opportunities: notify key stakeholders when contracts are expiring in the next 6 months.
  • Act as the connecting thread for internal teams with the client across the client journey. Enable an uninterrupted flow of communication (phone, email, in-person) among all appropriate stakeholders in the client journey.
  • Professionally engage directly with clients on a frequent basis and through multiple channels to build trust in the Confluent Strategies and Equifax brands.
  • Prioritize responsibilities that enable Relationship Managers to participate in revenue-contributing activities (e.g., document completion, follow-up email, follow-up phone, marketing planning, receivables).
  • Prioritize inbound support requests and ensure successful resolution of each.
  • Assist with resolution of client support issues. Provide Relationship Managers and clients transparency on status of issues/requests.
  • Serve as a trusted adviser and advocate for clients by developing, maintaining, and managing relationships with external and internal clients through daily follow-up and follow-through.
  • Drive client advocacy in resolving client issues from acquisition to adoption to use to value realization.
  • Create client success plans with each client.
  • Monitor and maintain clients’ well-being.
  • Educate and aid clients on business usage and value of solutions.
  • Partner with Relationship Manager(s) in preparing and conducting quarterly business reviews.
  • Drive client advocacy within Confluent Strategies and Equifax.
  • Utilize the voice of the client to inform and create product roadmaps.
  • Coordinate with internal teams to benefit the clients and cultivate relationships.
  • Optimize Salesforce to ensure it remains our source of truth for sales activities. Enable business intelligence through sanitizing client data (i.e., perfecting contact names, account names, addresses, and augmenting additional account-level information).
  • Develop a deep understanding of FCRA (Fair Credit Reporting Act) and Equifax legal constraints. Protect the Company against loss.
  • Utilize client feedback to identify opportunities to continuously improve the client experience and drive efficiency in the delivery.
  • Exercise discretion and independent judgment in day-to-day work; receiving general instructions on new assignments.
  • Update job knowledge by participating in internal learning, educational opportunities, reading professional publications, and maintaining personal networks.
  • Be courteous, respectful, and diplomatic in all interactions.
  • Other duties as assigned.

Secondary focus:

  • Selling to new credit union clients includes full sales cycle participation: prospecting, account planning, sales presentations, contract negotiations, and managing complaints or objections.
  • Develop an in-depth knowledge of solutions/product offerings, strategic markets, current market share, competition, and strategy to secure new business.
  • Use consultative sales skills to clearly understand prospects’ business requirements and recommend solutions that will solve their issues.
  • Partner with other product/sales/technical specialists who are primarily responsible for developing pricing and engaging both Presales and Operations to establish technical credibility, prove the efficacy of the proposed solution, and schedule solution delivery and ongoing customer support.
  • Work with senior leadership, operations, and technology areas to create customized solutions.
  • Participate on behalf of the company in exhibitions or conferences.
  • Collaborate with team to achieve greater sales results.
  • Provide exceptional customer service and relationship management.
  • Be courteous, respectful, and diplomatic in all interactions.
  • Other duties as assigned.
Skills and Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Education/Experience: bachelor’s degree from an accredited institution in business, finance, information technology, or relevant field of study. Sales experience in management consulting, customer success, account management, business development, or other client-facing related field is a plus.

Other Skills and Qualifications:

  • Proven ability to interact with Senior Level Executives and other key decision makers.
  • Experience promoting value through the client experience.
  • Experience working with complex, multi-divisional, and multi-geographical clients.
  • Demonstrated industry expertise and proficiency to fully understand client needs and demonstrated senior level advisory skills to bring value-added solutions to the table to resolve those needs within a complex selling environment.
  • Successful record of accomplishment of meeting or exceeding expectations. Proven work experience throughout the assigned territory.
  • Ability to create structure in ambiguous situations, design effective processes, and creatively solve problems.
  • Ability to work and collaborate with senior leadership, operations, and technology areas to create customized solutions.
  • Ability to creatively prospect and gain entrance into the highest level of target accounts.
  • Strong professional presence, persuasion, presentation, and customer-facing skills.
  • Exceptional client relationship management and people skills.
  • Ability to sell a broad variety of products across multiple business units. Strong closing skills, as well as excellent verbal and written communication skills.
  • Demonstrated time management skills and ability to work independently and handle multiple priorities with shifting time frames to achieve high quality deliverables/goals.
  • Ability to forecast sales and manage sales pipeline.
  • Ability to measure and analyze key performance indicators.
  • Must possess the ability to exercise independent and responsible judgment. 
  • Decisive with strong interpersonal skills.
  • The ability to anticipate and plan for different scenarios.
  • Strong organizational skills.
  • Energetic, motivated, pro-active, and self-starter.
  • Proficient in MS Office Suite (Word, Excel, Outlook) and with the internet. Experience using Salesforce and SharePoint a plus.
  • Ability to travel – up to 50% of the time required.