Customer Success Manager - Insurance Indirect

About the role

Optimize the customer experience lifecycle, handle post-sales implementation program management, and collaborate with Insurance Indirect partners to ensure partners and their end customers realize expected value from Equifax solutions, driving adoption and retention.

Responsibilities

• Proactively drive adoption, usage, net retention, and renewals by optimizing customer experience for complex Insurance partnerships across lines of business
• Act as the connecting thread for internal teams with the partner across the partner and end customer journey
• Drive partner advocacy in resolving issues from new/expanded business acquisition to adoption to use to value realization
• Serve as a trusted adviser and advocate for partner
• Create collaboration plan and success plan with each partner
• Monitor and maintain partnership health
• Educate partners on business value of solutions
• Assist in coordinating marketing efforts to fuel partner GTM campaigns involving Equifax solutions or co-developed solutions
• Aid partners in usage and value realization of solutions
• Partner with Relationship Manager(s) in preparing and conducting quarterly business reviews
• Drive partner advocacy within Equifax
• Utilize voice of the end customer and partner to inform product roadmaps
• Coordinate internal COE teams to benefit of partner
• Provide partner transparency on status of issues/requests
• Assist with resolution of partner and end customer support issues

Requirements

• 7-10 years of customer-facing experience in management consulting, customer success, account management, ideally in the insurance or credit industry
• 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
• Experience working with cross-functional teams

Qualifications

• Knowledge of customer success processes
• Strong understanding of market segments and market data trends—ideally in the Insurance industry

Skills

• Ability to create structure in ambiguous situations and design effective processes
• Creative problem-solving
• Bias for action
• 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

• Master’s or advanced degree preferred
• Insurance experience strongly preferred

Pay

A reasonable estimate of the current base salary range is $133,770.00 to $160,000.00. This position is also eligible for our annual incentive compensation program at approximately 15%.