Customer Success Manager, Enterprise Alliances

📌 Core Information

🔹 Job Title: Customer Success Manager, Enterprise Alliances

🔹 Company: Equifax

🔹 Location: Atlanta, Georgia, United States

🔹 Job Type: Remote

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Remote Solely

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Optimizing the customer experience lifecycle
• Managing post-sales implementation programs
• Collaborating to drive adoption and retention of Equifax solutions
• Ensuring customers realize expected value from solutions

ASSUMPTION: This role is crucial in bridging the gap between sales and customer satisfaction, a common setup in high-value enterprise settings where customer retention and satisfaction directly impact business outcomes.

📋 Key Responsibilities

✅ Proactively drive adoption, usage, net retention, and renewals

✅ Act as the connecting thread for internal teams with the customer

✅ Drive customer advocacy in resolving issues

✅ Serve as a trusted advisor and advocate for clients

✅ Create and manage customer success plans

✅ Monitor and maintain customer health

✅ Educate clients on the business value of solutions

✅ Aid customers in usage and value realization of solutions

✅ Partner with Account Executives for quarterly business reviews

✅ Utilize the voice of the customer to inform product roadmaps

✅ Coordinate internal COE teams for customer benefits

✅ Provide clients transparency on issues/requests status

ASSUMPTION: Responsibilities reflect functions essential for sustaining client satisfaction and loyalty, typical in B2B environments with complex client organizations.

🎯 Required Qualifications

Education: Bachelor's degree or equivalent experience

Experience: At least 7 years in a customer success, account management, or management consulting role

Required Skills:

• Structured problem-solving approach
• Creative process design
• Strong communication and advocacy skills

Preferred Skills:

• Cross-functional collaboration with complex customers
• Project management skills, PMP certification

ASSUMPTION: Preferred qualifications suggest a demand for highly organized individuals capable of handling a wide array of customer engagements, appropriate in high-volume client interfacing roles.

💰 Compensation & Benefits

Salary Range: $129,830 to $140,000

Benefits:

• Comprehensive healthcare packages
• 401k matching
• Paid time off

Working Hours: 40 hours weekly, remote arrangement

ASSUMPTION: The salary range reflects industry standards considering the experience requirement, and benefits suggest a competitive package typical for large financial services companies.

📌 Applicant Insights

🔍 Company Context

Industry: Financial Services - a fast-evolving sector due to technological advancements and fintech innovations

Company Size: 10,001+ employees, indicating robust resources and diverse career paths

Founded: Not specified

Company Description:

• Global data, analytics, and technology company
• Essential player in helping institutions make critical decisions
• Operates or invests in 24 countries

Company Specialties:

• Credit reporting
• Risk modeling
• Employment verification

Company Website: https://www.equifax.com

ASSUMPTION: Understanding the company's global presence, technological emphasis, and market leadership can help job seekers align their career aspirations with strategic company initiatives.

📊 Role Analysis

Career Level: Mid to senior level, requiring substantial experience

Reporting Structure: Likely reports to a Director or Senior Manager in Customer Success or Sales

Work Arrangement: Fully remote, allowing flexible work-life balance

Growth Opportunities:

• Leadership roles within customer success
• Cross-departmental collaboration projects
• Product management pathways

ASSUMPTION: The role offers advancement in leadership and specialized functions, reflecting typically in large organizations where customer success is integral to ongoing business strategy.

🌍 Location & Work Environment

Office Type: Remote setup, promoting digital-first collaboration approaches

Office Location(s): Headquartered in Atlanta, other strategic locations include Melbourne, Sydney, Dublin, and London

Geographic Context:

• Atlanta as a thriving business hub
• Access to global financial services insights
• Collaboration across multiple time zones and cultures

Work Schedule: Predominantly weekdays, aligning with customer time zones as necessary

ASSUMPTION: Remote work is likely to require flexibility in working hours to accommodate international client interactions.

💼 Interview & Application Insights

Typical Process:

• Initial application review
• Phone screening interview
• Virtual on-site interviews

Key Assessment Areas:

• Problem-solving capability
• Communication skills
• Client management and relationship-building

Application Tips:

• Highlight relevant customer success experiences
• Demonstrate experience with cross-functional teams
• Showcase problem-solving and project management skills

ATS Keywords: Customer Success, Account Management, Project Management, Problem Solving

ASSUMPTION: These insights align with general hiring processes in large corporations where structured interviews emphasize both technical and soft skills.

🛠️ Tools & Technologies

• CRM platforms
• Customer feedback and survey tools
• Project management software (e.g., Jira, Trello)

ASSUMPTION: Usage of common industry tools to drive efficiency and insight into the customer experience lifecycle.

👔 Cultural Fit Considerations

Company Values:

• Data-driven decision making
• Innovation and continuous improvement
• Customer-centric focus

Work Style:

• Collaborative and cross-functional engagement
• Adaptability to remote work technologies
• Proactive and self-motivated approach

Self-Assessment Questions:

• How do you handle client dissatisfaction?
• Can you provide examples of successfully managing cross-functional teams?
• Describe a complex problem you solved creatively.

ASSUMPTION: Emphasis is on strategic alignment with company values, fostering a collaborative and adaptive workplace culture.

⚠️ Potential Challenges

• Navigating complex customer organizational structures
• Balancing multiple high-priority tasks
• Maintaining effective remote communication
• Aligning internal resources with client needs

ASSUMPTION: Challenges are reflective of typical issues faced in client-facing roles within large, multinational companies.

📈 Similar Roles Comparison

• Compared to Account Managers, this role places a heavier focus on post-sales success and retention.
• In contrast to Sales roles, there’s a greater emphasis on client satisfaction and solution realization.
• Different from typical project management, the role demands significant customer interaction and advocacy.

ASSUMPTION: Comparison assumes familiarity with standard hierarchical structures in business-focused organizations.

📝 Sample Projects

• Implementation of a cross-department customer feedback system
• Development of a new customer success plan template
• Contributing to the enhancement of a central CRM system

ASSUMPTION: Sample projects are illustrative of initiatives aimed at improving client experience and satisfaction.

❓ Key Questions to Ask During Interview

• What resources are available for customer success strategies?
• How does this role contribute to wider company goals?
• What are the key success metrics for this position?
• How does Equifax handle customer feedback integration?
• Can you describe the team dynamics within Customer Success?

ASSUMPTION: These questions are vital in assessing how the role fits within broader organizational frameworks and career goals.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant customer success roles
• Prepare for a virtual interview process
• Follow up with the HR contact post-application
• Research Equifax's recent projects and engagements

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.