Customer Success Manager

Synopsis of the Role The Customer Success Manager is responsible for optimizing the Customer Experience lifecycle, handling post-Sales Implementation program management and collaborating with the customer to ensure they are realizing expected value from EFX solutions, as well as driving adoption and retention. What You’ll Do Proactively drive adoption, usage, net retention, and renewals by optimizing customer experience for complex accounts 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 Partner with Account Executive(s) in preparing and conducting quarterly business reviews 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 5-7 years of sales experience in management consulting, customer success, account management, business development, or other client-facing role Bachelor's degree in related discipline or equivalent experience   Experience promoting value through the customer experience Experience working with complex, multi-divisional, multi-geographical customers Ability to create structure in ambiguous situations and design effective processes and creatively solve problems Bias for action Experience working with cross-functional teams Exceptional ability to communicate and foster positive business relationships Ability to establish milestones and keep all team members on task; strong project management skills Self-driven and proactive What Could Set you Apart Knowledge of customer success processes Strong understanding of market segments and market data trends Accountability Bravery Curiosity Collaboration Ownership This is an existing role. Primary Location: CAN-Ontario-Remote CAN-Quebec-Remote Function: Function - Sales Support Schedule: Full time