Customer Success Manager

Synopsis of the role

The Customer Success Manager will provide pre- and post-implementation consulting services to organizations to help our clients maximize value, solve problems and improve business efficiency in the area of Fraud & Identity solutions. Key core responsibilities include:

• Helping our clients realize value through proactive, forward looking fraud initiatives.  

• Monitor key metrics to provide predictive insights and deepen customer strategy to  reduce fraud losses and improve performance.

What you’ll do

• Gather and analyze data from various sources including (but not limited to) internal as well as clients in order to analyze solution performance, identify new performance indicators and trends, and recommend the introduction of new or modifications to existing business rules, configurations and strategies.

• Provide planning, design, development, configuration assistance, application training, problem resolution and second level support to new and existing clients.

• Develop and sustain an ongoing client support model that includes (but not limited to): regular cadence meetings, quarterly business reviews and annual health check to assess solution performance.

• Conduct required training classes/workshops for client employees at a variety of levels

• Participates in meetings with pre-sales consultants &/or account managers, and client stakeholders to determine the scope of projects, requirements, timelines and assist with the coordination of internal and external prioritization.

• Communicates with internal and external stakeholders on project status and provide subject matter expertise on fraud related projects.

•  Stays current with the latest fraud trends and provide those insights back to their clients; present at industry events as a fraud subject matter expert, including user groups or industry specific speaking engagements.

•  Where Equifax Managed Services are engaged on an account, assist with fraud investigator training, monitor investigators’ production, performs audits and reviews of their deliverables

What experience you need

• 5+ years of customer service or client facing roles within financial services, automotive lending, telecommunications, insurance and/or government/public sector.

• Bachelor’s degree in criminology, related field or equivalent experience preferred

• Intermediate/expert knowledge of credit adjudication processing, policies and best practices.

• Intermediate knowledge of AML and FINTRAC.

• Knowledge of fraud case management systems.

• Strong interpersonal, oral & written communication and presentation skills.

• Strong organizational skills and attention to detail

• Strong analytical and critical thinking skills

• Able to interpret complex information and articulate client needs.

• Adaptability to change in a fast paced dynamic environment.

•  Proficient computer skills including, MS Office, G-Suite and SharePoint.

What could set you apart

• Previous experience in data analytics, trend analysis, forecasting, predictive modelling

• Bilingual (English & French)

•  Industry association/membership preferred; fraud/risk specific.

• Product knowledge/ experience of Equifax’s credit, fraud and authentication products.