Customer Success Senior Specialist

The Senior Customer Success Specialist is responsible for building and maintaining high-level customer engagement between Equifax and its high value customers (Big 4 Banks). This involves offering support to protect and grow revenue, cultivate growth opportunities across Equifax products, and ensure operational engagements are managed effectively. The role focuses on delivering customer success, monitoring key metrics like CSAT and NPS, and managing a specific group of customers while supporting a team.

What you’ll do

• Build and maintain relationships with key client stakeholders.

• Identify how customers use Equifax products and find further engagement opportunities.

• Understand the relationship "roadmap" between Equifax and clients and add value.

• Partner with cross-functional teams (Product, Finance, IT, Service, Operations).

• Monitor customer engagement efforts and improve them.

• Sustain relationships with external business partners.

• Manage day-to-day account management functions, including monthly reviews.

• Provide usage reports, waterfall charts, industry packs, and peer analysis.

• Follow up on billing/invoicing issues and complex queries.

• Work with Business Development Managers to ensure customer success and revenue growth.

• Maintain and increase customer spend.

• Protect revenue streams.

• Report customer issues and success stories.

What experience you need

• 5+ yrs of customer experience (internal or external).

• 5+ yrs of experience working in the Financial Services industry

• Understanding or ability to learn Equifax's service offerings.

• Understanding of customer report extraction through delivery channels.

• Commercial business experience.

• Ability to work effectively across organizational units.

• Strong influencing skills.

• Customer relationship management skills.

• Interpersonal and liaison skills with all levels of stakeholders.

• Presentation and communication skills.

• Knowledge of financial services, credit, and associated sectors.

What could set you apart

• Strong proactive and collaborative skills.

• Experience working in one of the Big 4 Banks

• Cloud certification(highly desirable).

• Experience with diverse data technologies (cloud, on-prem, structured/unstructured data, streaming/reposed data).

• Experience working with CRM’s including Salesforce, ServiceNow etc

What’s in it for you?

At Equifax, we are on a mission to ensure that you have the support, resources and opportunities to Power Your Possible. Here are just a few ways we give back to our teams.

• Hybrid Work Model

• Additional Leave Allocations + Public Holiday Swaps

• Discounted Gym Memberships

• Discounted Private Health Cover (and discounted Pet Insurance if you want it!)

• Employee Stock Purchase Plan

• Career Development and Learning with mentorship, particularly in microservices development.

• A Diverse and Inclusive Workplace and Environment

• Wellbeing Resources

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