The CSM Leader role is a client-facing, sales leadership role responsible for leading the Customer Success team focused on Revenue generation, Customer relationship, business retention and EFX engagement within the account; primary responsibility for Customer engagements, must orchestrate other EFX resources efficiently to drive both incremental and retention revenue growth of a full Equifax solutions portfolio.
What you'll do
Manage a team of Customer Success Managers, responsible for optimizing the Customer Experience lifecycle within an assigned set of strategic accounts, ensuring high product adoption, usage, satisfaction and overall account health, including retention and renewals
Build strong customer relationships where you and your team are sought by our customers as a first point of contact to shepherd issues, questions or concerns through our business and to resolution
Foster and maintain Customer/Partner trust
Grow Customer Revenue across the full Equifax solution portfolio
Orchestrate Equifax resources to deliver Customer value and satisfaction across the full Customer lifecycle
Strengthen the business relationship by expanding the ways in which Customer relies on Equifax as a trusted advisor
Identify, develop, manage, and close Customer opportunities spanning all Equifax solutions
Engage with Clients on a consultative basis to learn their business, anticipate needs, and position optimal solutions
Define and execute sales strategies that drive profitable growth while delivering meaningful Customer value
Develop strong working relationship with Client economic buyers, decision makers, and influencers
Leverage Account, Solution, and Delivery Pre-Sales/Sales resources effectively and at appropriate times to move opportunities forward and to maintain Customer satisfaction
Lead Account Strategy and Planning motions with cross-functional team to align Customer business imperatives with Equifax solutions
Prepare & conduct periodic Customer business reviews
Manage contracting and contract compliance
Drive strong pipeline development and sales execution
Coach the sales team on pipeline opportunities and driving incremental opportunities
What experience you need
Knowledge of customer success processes, including best practices in cross-sell and up-sell motions
Deep understanding of market segments and market data trends
Strategic account planning discipline
Knowledge of Gainsight preferred
What could set you apart
Minimum 7 years of sales experience in management consulting, customer success, account management, business development, or other client-facing role, with at least three in a managerial role
Bachelor's degree in related discipline or equivalent experience
Experience promoting value through the customer experience and leading a team
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
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 $160,000 to $200,000. (Include if applicable) This position is also eligible for our incentive compensation program.
