Principal Customer Success Manager – Banking

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 10%

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Equifax

WebsiteLinkedInAll Job Openings

10,000+ employees

💸 Finance

💳 Fintech

🔒 Cybersecurity

💰 $1M Post-IPO Equity on 2009-09

Finance • Fintech • Cybersecurity

Equifax is a global data, analytics, and technology company that plays a crucial role in the economy by providing risk modeling, credit reporting, identity protection, and other services to financial institutions, employers, and government entities. With a headquarters in Atlanta and nearly 15,000 employees worldwide, Equifax operates in 24 countries and leverages a unique combination of differentiated data, analytics, cloud technology, and artificial intelligence to empower critical decision-making for its clients.

📋 Description

• Develop strong client relationships through high engagement, business-objective alignment, and service • Maintain deep knowledge of Equifax solutions, clients, and best practices • Act as a trusted client advisor and advocate during platform or service adoption • Educate clients on solution business value and best-practice application • Provide business insights through client value presentations, Quarterly Business Reviews, and other methods • Identify growth and upsell opportunities and engage Account Executives for handoff • Assess customer health using product usage, reported issues, and success metrics • Liaise with technology, sales, marketing, finance, product, and other internal COE teams to address client needs • Identify trends and relay feedback internally to address underlying issues • Provide transparency on issue and request status through resolution • Drive escalation processes across teams as needed • Participate in the customer lifecycle from prospecting through renewal • Participate in CSM programme development and improvement • Facilitate account changes, product setup, and billing research or corrections • Coordinate customer training with Sales and Learning & Development teams

🎯 Requirements

• Strong experience in a Customer Success, Account Management, or other client-facing role • Bachelor’s degree or higher required, or equivalent years of industry experience • Ability to troubleshoot and solve business and basic technical problems • Foundational understanding of banking regulations, including GDPR and FCA guidelines • Ability to manage daily client communications, escalations, and problem management situations • Ability to build consensus across IT, Information Security, Legal, Procurement, and business line users • Ability to work autonomously and collaboratively as part of a team • Exceptional patience and project management skills for a 12-to-18-month adoption process • Ability to travel occasionally, up to 25% of the time • Strong analytical skills, process improvement, and project management capabilities are a plus • Excellent verbal and written communication skills, including formal and informal client and internal presentations • Confidence and calm under pressure • Understanding of the end-to-end banking customer journey, from customer acquisition and loan origination to account management and collections • Working knowledge of financial regulations, including FCA guidelines, GDPR, KYC/AML rules, and Fair Lending practices

🏖️ Benefits

• Contributory pension • Life cover • Income protection • Healthcare • Enhanced maternity pay • Enhanced sick pay • 26 days holiday • Day off for your birthday • Ability to buy and sell holiday • Free credit checks • Cycle to work scheme • Discounted travel options • Gym membership • Dining and leisure discounts • Financial and savings plans • Mobile discounts • Global online learning platform • Personal development and learning options • Inclusion and Diversity forums • Wellbeing forums • Employee Engagement forums