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Customer Success Specialist (R-16820)

Kowloon, Hong Kong (On-site)

Customer Success Specialist (R-16820)

2 Months ago • All levels • Operations

About the job

6 skills required for this role

Test your skills to join the top 1% applicants for this job

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team-player

innovation

logo-development

account-management

cross-functional

Job Description

Dun & Bradstreet seeks a Customer Success Specialist to drive customer retention and growth. You'll be the primary point of contact, building relationships, increasing product adoption, and ensuring customer satisfaction. Experience with data analytics and strong communication skills are essential.

Must have:

Customer Success
Data Analytics
Relationship Building
Product Adoption

Good to have:

Project Management
Cross-functional Collaboration
Value Selling
Compliance Expertise

Perks:

Collaborative Team
Growth Opportunities

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Why We Work at Dun & Bradstreet

Dun & Bradstreet unlocks the power of data through analytics, creating a better tomorrow. Each day, we are finding new ways to strengthen our award-winning culture and accelerate creativity, innovation and growth. Our 6,000+ global team members are passionate about what we do. We are dedicated to helping clients turn uncertainty into confidence, risk into opportunity and potential into prosperity. Bold and diverse thinkers are always welcome. Come join us! Learn more at dnb.com/careers.

Purpose of the Job

Our Customer Success Management (CSM) role is critical in helping us realize our goal of providing our customers with an unequalled customer experience. You help to drive customer journey and customer lifetime value by building on trust and acting with integrity in all relationships with customers and internally.
You obsess with customer success through proactive engagement with our customers and our data, helping to nurture, retain, and grow your customer accounts. Your competitive fire makes you a tenacious and enthusiastic team player, collaborating and forging strong relationships with DNB’s teams to achieve OKRs.
You tailor customer programs and engagements with an efficiency mindset, always striving to optimize and automate alongside our customers. You seek out diverse perspectives and champion inclusion in your work to provide the best outcomes for DNB and its customers.
In this role, your key performance metrics include NPS, logo and revenue retention, product adoption and use, and health. You will be accountable for providing structure and best practices that drive immediate and continuous value realization to customers under your name.
You will work with incredibly well-resourced, knowledgeable, and collaborative CS and GTM teams to support our customers, providing direction and organizational resources to ensure their success.
In short, you will become a consultative and trusted advisor in our customers journeys towards continuous value realization.

Principal Accountabilities

Serve as primary point of contact and guide overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with DNB team and stakeholders
Work collaboratively across pillars of Customer Success, Account Management, Product & Solutions, and DNB leadership teams to identify and realize value and revenue opportunities for each of our customers
Partner with DNB’s account executive, management, and other sales leaders to assure we continue value-selling based approach through customer journey from point of sale through expansion and renewal
Engage daily and voraciously with our customers’ and your own performance metrics and data, leveraging all available products and datasets to fuel more effective and efficient work and customer engagements
Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each customer to align and realign on business objectives, KPIs, product use and product opportunities, progression of customer compliance journey, and overall compliance status
Conduct regular cross-functional meetings between customers and DNB CS pillars, expanding customer relationship networks between their teams and ours (product & solutions, engineers), to identify and drive value based on customer objectives
Build and maintain a deep understanding of DNB’s platform and engage with customers about the most relevant features/functionality for their specific business needs
Become trusted advisor for customers around best practices for progressing their customer journey with DNB, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant DNB strategic team members and stakeholders
Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it
Support project delivery and point of contact in in delivering project requirements, as necessary.

All Dun & Bradstreet job postings can be found at https://www.dnb.com/about-us/careers-and-people/joblistings.html and https://jobs.lever.co/dnb. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.

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