Customer Success Advisor - IXI Network

This Customer Success Advisor position will be responsible for optimizing the customer experience lifecycle, handling post-sales implementation program management and collaborating with our IXI Network members to ensure they are realizing expected value from Equifax solutions, as well as driving adoption and retention. IXI is a network of over 95 leading financial institutions. Through this network, Equifax directly measures approximately $30.6 trillion in anonymous U.S. consumer assets, representing approximately 45 percent of all U.S. consumer-invested assets.

What you will do

• Provide support: Offer personalized support to IXI members, including training, product recommendations, white glove service, Data and Analytics discovery sessions, and addressing concerns
• Monitor metrics: Track customer metrics to ensure that customers are achieving their goals and are utilizing the installed products and services (as expected)
• Monitor account overviews and look for opportunities for business development
• Monitor and communicate program measures of success, plans, status, issues and risks in a timely manner to team members, stakeholders and management
• Ensure clients are successful; products and services are performing well and delivering the expected results and value
• Derive new value propositions based on customers needs
• Educate and identify opportunities: Use their understanding of Equifax products and services and customer needs to identify opportunities for additional services or upgrade products through coordination with the account team (Account Executive, Relationship Manager and team Customer Success Manager)
• Prevent issues: Proactively engage with customers to prevent support issues and foster customer loyalty
• Be the client advocate: Build connections with internal teams to advocate for clients and ensure that their needs are considered
  
  

What Experience You Need

• 5 years of experience cultivating and maintaining strong, long-term relationships with clients
• Knowledge of macro economics in the financial services/brokerage industry and trend analysis
• Ability to build and nurture relationships with key stakeholders to understand their needs and ensure their ongoing success with solutions
• Excellent communication skills and ability to translate clients pain-points into actionable insights
• Experience in business intelligence and deriving insights from observation and analytics
• Strong presentation skills and executive presence
• Out of the box thinking and sense of urgency
  
  

What could set you apart

• PMP certification
• Exceptional ability to communicate and foster positive business relationships
• Experience translating data into actionable insights and value mapping
• Ability to establish milestones and keep all team members on task; strong project management skills
• Self-driven and proactive
• Bias for action
  
  

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 $86,020 to $129,020. This position is also eligible for our annual incentive program.