Customer Success Manager, Government - Sacramento, United States - Equifax

Description

The Customer Success Manager (CSM) - Government will leverage current contracts and grow revenue through customer success activities such as training customers, communicating the value of our data, 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.

In this role, the CSM will work with the State Account Executive(s) to target specific areas of opportunity for growth through utilization of our products and services.

What you'll do:
Customer Engagement & Relationships:

The CSM assigned to an account will support the initial implementation and rollout of Equifax solutions working directly with the customer or in collaboration with a partner.

The CSM serves as a subject matter expert (SME) for our products (data/delivery mechanisms) and works with EWS project managers to plan and execute the rollout of our technology.

The CSM is an extension of the professional services teams that support deployments from our centers of excellence.

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).

Growth Opportunity Identification

:

The CSM will engage with the Account Executive on items pertaining to customer business and business processes, needs or pain points, and processes that pertain to the growth of the clients activities or impact ability to deliver.

Customer Retention:

The CSM helps identify areas of risk and potential for account cancellation or reduced usage.

The role will work with the Account Executive to intervene when needed to help decrease the likelihood of a lost account or decline in revenues.

Technical Troubleshooting

:

The CSM helps to raise any client concerns with technical/system related issues as well as usability. The CSM works with operations leads, product development and other team members to help identify system defects or enhancements.

They partner with end users to understand the user experience and help support onsite troubleshooting of any system or data related issues.

General Account Management Support

:

While the CSM serves as an advocate of the client and is assigned to the "account" there is a portion of the day-to-day that is focused on supporting the AE's activities related to invoicing, internal reporting, and general account planning.

The CSM will support the AE in any day-to-day business activities between the customer and Equifax.

Reporting

:

The CSM is responsible for the development and delivery of weekly, monthly, and quarterly reports that summarize the performance of the implemented solution, including transactions, system availability, and trends.

This is done in collaboration with the AE to determine internal vs external communications.


What experience you need:
Bachelor's degree

3-5 years of relevant professional experience (customer support, customer success, account management)

1-3 years experience in supporting government customers

Willing to travel 50%


What could set you apart:
Demonstrated experience acting as a liaison between the customer, sales and customer support.

Experience keeping clients engaged and increasing product usage, while building customer loyalty

Keeping a "high-level view" of the entire support process

Advocating for customers and fostering a customer-centric team environment

Ability to manage multiple projects and priorities simultaneously

#LI-TE1
#LI-remote
Equifax is required by law to include a good-faith salary range for this role.

This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to:

skill sets; experience and training; and other business and organizational needs.

At Equifax, it is not typical for an individual to be hired at or near the top of the range for their role.

A reasonable estimate of the current range is $95,200 to $135,200. This position is also eligible for our incentive compensation program.

#J-18808-Ljbffr