Customer Success Manager, Mid-Tier Financial Institutions

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The Customer Success Manager (CSM) - Mid-Tier Financial Institutions is an individual contributor role responsible for optimizing the customer experience, coordinating post-sales implementation, and collaborating with the customer to ensure they are realizing expected value from Equifax solutions, as well as driving adoption and retention.

This position will leverage current contracts and grow revenue through customer success activities such as ensuring customers understand how to access and use Equifax solutions, communicating the value of our data and solutions, examining customer data utilization and identifying gaps in coverage, removing barriers through information, data and analytics, and influencing as a subject matter expert and trusted advisor.

The CSM will work with the MidFI Account Executives on an assigned book of accounts to target specific areas of opportunity for growth through improving utilization through use case and/or territory expansion of existing solutions, upsell of new solutions during the renewal process, and price negotiations of our products and services. The ideal candidate will have exceptional communication skills, both verbal and written, ability to foster positive relationships and have strong time management skills.

What you'll do:

• Customer Engagement & Relationships: The CSM assigned to a book of named accounts will support the initial implementation and rollout of Equifax solutions working directly with the customer or in collaboration with a distribution partner. The CSM serves as a liaison to subject-matter experts (SME) for Equifax products (data, scores as well as delivery mechanisms) for commercial, DDM (data-driven marketing), fraud solutions, data & analytics and Workforce Solutions.  

• 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) as well as analytic insights as to industry trends, peer analysis and/or performance.

• Growth Opportunity Identification: The CSM will work alongside the Account Executive on items pertaining to customer business and business processes, needs or pain points, and processes that pertain to the …