Principal Customer Success Manager

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

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Equifax

WebsiteLinkedInAll Job Openings

10,000+ employees

💰 $1M Post-IPO Equity on 2009-09

At Equifax (NYSE: EFX), we believe knowledge drives progress. As a global data, analytics, and technology company, we play an essential role in the global economy by helping financial institutions, companies, employers, and government agencies make critical decisions with greater confidence. Our unique blend of differentiated data, analytics, and cloud technology drives insights to power decisions to move people forward.

📋 Description

• Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service • Maintain a deep understanding of our solutions, client base, and best practices • Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service • Educate clients on business value of solutions and application of best practices • Provide business insights through client value presentations, Quarterly Business Reviews, and other methods • Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity • Assess customer health by monitoring product usage, reported issues, and other success metrics • Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points • Identify trends and relay feedback internally to appropriately address underlying issues • Provide clients full transparency on status of issues / requests from submission through resolution • Actively participate in the customer life cycle process, from prospect to renewal • Participate in CSM programme development and improvement activities • Facilitate customer account changes, product set up and billing research/corrections • Work with Sales and other Learning & Development teams to facilitate customer training as needed

🎯 Requirements

• Strong experience in a Customer Success, Account Management, or other Client-Facing role • Bachelor’s degree (or higher) required, or the equivalent years of industry experience • Ability to troubleshoot and solve business and basic technical problems • Requirement for a foundational understanding of banking regulations (e.g., GDPR, FCA guidelines) • Ability to effectively manage daily client communications, including escalations and problem management situations • Must be able to work autonomously and collaborate as part of a team • Change moves slowly in financial institutions due to necessary risk and compliance checks, requiring exceptional patience and project management skills • Ability to travel occasionally (up to 25% of the time)

🏖️ Benefits

• contributory pension • life cover • income protection • healthcare • enhanced maternity and sick pay • 26 days holiday and a day off for your birthday • ability to buy and sell holiday • free credit checks • flexible benefits including cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts • personal development support with a range of learning options including global online learning platform • support for Inclusion and Diversity, Wellbeing and Employee Engagement forums