- Company Name
- Equifax
- Job Title
- Customer Success Manager
- Job Description
-
**Job Title**: Customer Success Manager
**Role Summary**:
Deliver pre‑ and post‑implementation consulting for Fraud & Identity solutions, enabling clients to realize value, reduce fraud losses, and improve operational performance through proactive initiatives, data‑driven insights, and continuous support.
**Expactations**:
- 5+ years of client‑facing experience in financial services, automotive lending, telecom, insurance, or government/public sector.
- Bachelor’s degree in criminology or a related field (or equivalent professional experience).
- Intermediate/expert knowledge of credit adjudication, AML, FINTRAC, and fraud case‑management systems.
- Strong analytical, communication, organizational, and critical‑thinking skills.
- Proficiency with MS Office, G‑Suite, and SharePoint.
**Key Responsibilities**:
1. Collect and analyze data from internal and client sources to assess solution performance and identify new metrics and trends.
2. Recommend and implement modifications to business rules, configurations, and strategies to enhance fraud prevention.
3. Provide planning, design, configuration assistance, training, problem resolution, and second‑level support for new and existing clients.
4. Develop a client support model that includes regular cadence meetings, quarterly business reviews, and annual health checks.
5. Conduct training workshops for client employees at varying levels.
6. Participate in pre‑sales and account‑management meetings to define project scoping, requirements, timelines, and prioritization.
7. Communicate project status to internal and external stakeholders, offering fraud‑related subject‑matter expertise.
8. Stay current on fraud trends, share insights with clients, and present as a fraud subject‑matter expert at industry events and user groups.
9. When Equifax Managed Services are engaged, assist with fraud investigator training, production monitoring, audit, and review of deliverables.
**Required Skills**:
- Data analytics, trend analysis, forecasting, predictive modeling (advantageous).
- Strong oral and written communication; presentation skills.
- Attention to detail, strong organizational skills, and adaptability to change.
- Ability to interpret complex information and articulate client needs.
- Bilingual proficiency in English and French (preferred).
- Membership in fraud/risk industry associations (preferred).
- Product knowledge of Equifax credit, fraud, and authentication solutions (advantageous).
**Required Education & Certifications**:
- Bachelor’s degree in criminology, finance, risk management, or equivalent.
- Knowledge of AML/FINTRAC regulations and credit adjudication best practices.
- Certifications in fraud, risk, or related fields are a plus.