Senior Director, Customer Success

The Senior Director, Customer Success at Equifax Workforce Solutions is a leadership role focused on leading the Customer Success Function and directing a high-performing team of Customer Success Managers (CSMs) in the Public Safety vertical. This role is based in our Louisville, KY office. This is a hybrid role that has the flexibility to work remote on Monday and Friday 2 weeks a year from anywhere, this is not a remote role.

This leader is accountable for ensuring the successful implementation of complex solutions and projects for clients. They empower their team to translate client needs into real solutions by effectively leveraging Equifax resources and personnel. This individual will lead the Customer Success team with a focus on clear customer communication, influence across a matrixed organization, and collaborative exercises with functional leaders to create measurable impact for our customers.

Equifax Workforce Solutions’ Public Safety vertical delivers breakthrough technology powered by data and analytics capabilities to reduce people-based risk, mitigate fraud and meet compliance mandates. As the nation’s most comprehensive and trusted source of risk and criminal justice intelligence , we offer timely, reliable insights through vertical partners on AI-driven, SaaS-based cloud architecture. We enable commercial enterprises and government agencies to build trust and safety while improving operational efficiencies.

What You'll Do:

• Lead a team of CSMs responsible for statement of work reviews, data studies and tests, voice of customer collection, program management, pricing and proposal development, and general support in close collaboration with regional sales leaders
• Develop performance metrics and rules of engagement that clarify and ensure consistency across all CSMs
• Develop Key Performance Indicators (KPIs) to demonstrate overall customer satisfaction and engagement
• Further develop each CSM’s ability to work with customers to gather and define solution requirements and operational and technical enhancements
• Be accountable for overall retention of existing customers through consistent engagement and product adoption efforts
• Partner with Pre-Sales, Sales and Operations resources as needed for project success
• Develop and execute ongoing efforts to educate clients on how to adopt and engage within the product suite
• Create performance benchmarks and departmental performance goals that consistently and clearly tie to revenue generation, client retention and growth
• Establish a superior internal network across all internal partners to influence complex problem resolution, improved delivery and better outcomes for our customers
  
  

What Experience You Need:

• 7 years of experience in customer success or other client-facing role within a technology or data & analytics organization
• 5 years of proven people management experience with a minimum of 1 year of experience promoting value through the customer experience working with complex, multi-divisional, multi-geographical customers
• Bachelor’s degree required; MBA or equivalent experience desired
• Ability to create structure in ambiguous situations and design effective processes and creatively solve problems
• Travel up to 25% of the time, or as needed, to support client initiatives
  
  

What Could Set You Apart:

• Strong business acumen, inclusive of operational and service delivery and support functions that ultimately shape the Customer Success
• Experience in creating frameworks for complex solution deployment, meeting both organizational needs and customer objectives
• Demonstrated leadership ability; a highly skilled coach and communicator
• Experience transforming talent and functional processes
• Experience navigating within a matrix organization, across multiple functional areas and various levels of the organization