Customer Success Manager (Southeast U.S.)

Under the direction of the Customer Success Leader, the Customer Success Manager (CSM) guides the customer experience lifecycle by managing post-sales implementation and partnering with customers to ensure they achieve the expected value from Equifax solutions while driving adoption and retention. The CSM will support sales activities that accelerate time to revenue and facilitate client support functions with a focus in growth markets while maintaining an elevated level of service.  

Employment type: full-time, remote (Candidate must be based in the Southeast U.S.)

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 and communicate with key stakeholders.
• Act as the connecting thread for internal teams with the client across the client journey. Enable an uninterrupted flow of communication (e.g., phone, email, in person) between all appropriate stakeholders in the client journey.
• 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 focus on revenue-generating activities.
• Prioritize inbound support requests and ensure their successful resolution.
• Assist with resolution of client support issues. Provide Relationship Manager and clients updates 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.
• Educate and aid clients on business usage and value of solutions.
• Partner with Relationship Manager(s) in preparing and conducting quarterly business reviews.
• Use voice of the client to inform and create product roadmaps.
• Optimize Salesforce to ensure it remains our source of truth for sales activities. Enable business intelligence through sanitizing client data (e.g., perfecting contact names, account names, addresses, and augmenting additional account-level information).
• Develop a deep understanding of FCRA and Equifax legal constraints.
• Use client feedback to identify opportunities to continuously improve the client experience.

Secondary focus

• Develop an in-depth knowledge of solutions/product offerings, strategic markets, current market share, competition, and strategy.
• Use consultative sales skills to clearly understand prospects’ business requirements.
• Participate in exhibitions or conferences on behalf of the company.
• Collaborate with team to achieve greater sales results.
• Provide exceptional customer service and relationship management.
• Ability to travel when necessary.

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. Three to five (3–5) years of sales experience in management consulting, customer success, account management, business development, or other client-facing field.

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.
• Successful track record of meeting or exceeding expectations. Proven work experience throughout the assigned territory.
• Strong professional presence, persuasion, presentation, and customer-facing skills.
• Exceptional client relationship management and people skills.
• Excellent verbal and written communication skills.
• Demonstrated time management skills; ability to work independently and handle multiple priorities with shifting time frames to achieve high-quality deliverables/goals.
• Self-starter with high degree of initiative, urgency, and follow-through.
• 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. 
• Professional demeanor and strong client-facing skills.
• Decisive with strong interpersonal skills.
• The ability to anticipate and plan for different scenarios.
• Strong organizational skills with a problem-solving attitude.
• Proficient in MS Office Suite (Word, Excel, Outlook, and Internet tools); experience using Salesforce and SharePoint is a plus.