Job Description

The Customer Success Manager (CSM) is responsible for cultivating and maintaining strong relationships with clients while overseeing the health of their Work Opportunity Tax Credit (WOTC) solution. By ensuring high levels of customer satisfaction and client recognition of the return on investment from WOTC, CSMs lead the way to strong engagement renewal rates and revenue growth opportunities. As an integral part of the Service organization, the CSM will work closely with our customers alongside Sales, Implementation, Product Management and Finance teams to ensure our services are delivered successfully. The CSM will support those customers as they transition from implementation to active users of our services and through potential additions or changes to those service offerings. 

RESPONSIBILITIES:

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Mediate between clients and the organization
• Respond to client needs with professionalism and the appropriate engagement of internal and external resources
• Engage in the overall health management of assigned client’s WOTC solutions as well as stay informed and see customers through transitions in their technology suite when impactful to WOTC.

Qualifications

EDUCATION:

• Bachelor’s degree (preferred not required)

EXPERIENCE:

• 5+ years in client/consulting/professional services, preferably with experience with temporary and professional staffing agencies
• 5+ year in tax incentive industry

SKILLS:

• Must possess a proven understanding of WOTC; prior experience with temporary and professional staffing agencies participating in WOTC preferred
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Proven track record of developing and growing client relationships
• Proven effectiveness in a highly matrixed, cross functional environment 
• Experience working with senior and executive level customer contacts

Additional Information

All your information will be kept confidential according to EEO guidelines.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it ensures that we live what we believe.