[Hiring] Customer Success Manager @Military Spouse Corporate Career Network

Role Description

The ID Watchdog (IDW) Customer Success Manager will be responsible for handling key employer relationships within our Identity Theft Protection team and overall development, growth, and retention of the customers within the IDW book of business. This role will be the primary point of contact with IDW customers and will proactively work to develop strategies to drive employee engagement and enrollment growth. The Customer Success Manager is a key contributor to the overall growth of the IDW business unit and works in tandem with IDW account executives (new business growth) and customer relations managers (implementations and day-to-day customer needs).

Qualifications

• 5+ years in B2B enterprise account management
• Understanding of sales, business strategy development, marketing strategies and end user engagement
• Bachelor's degree in business, marketing or similar field required
• Experience promoting value through the customer experience
• Experience working with complex, multi-divisional, multi-geographical customers

Requirements

• Direct experience in the employee benefits arena with benefits brokers or insurance carriers
• Experience with Identity theft protection or other voluntary benefits
• 10-15% travel
• Proficient in G-Suite, Salesforce and Microsoft Office Suite
• Exceptional ability to communicate and foster positive business relationships
• Ability to establish milestones and keep all team members on task; strong project management skills
• Self-driven and proactive

Additional Qualifications/Responsibilities

• Manage a book of business and identify strategies for growth and retention for the key clients within the book
• Engage with customer leadership to ensure client satisfaction and create strategies for employee engagement. These strategies could include the need to conduct product demos, deliver webinars, manage benefit fairs and ensure successful open enrollment
• Manage client renewal negotiations and contract extension processes
• Conduct frequent client and distribution partner status calls to monitor program progress, identify issues and engage Equifax & partner teams to resolve & identify new opportunities
• Work with account teams (account executives and client relations managers) to provide feedback and help identify trends that can help with overall business growth