Senior Client Success Manager
Job Summary
Job Description
Dun & Bradstreet is seeking a Senior Client Success Manager to serve as the primary post-sales support contact for clients, focusing on value and impact conversations. The role involves coordinating with internal teams such as Delivery, Onboarding & Implementation, Product Teams, Value Adoption & Training, Data Advisory, Global Data Content, and Technical Implementation Consultants to ensure client success. Key responsibilities include documenting customer use cases and KPIs, monitoring user adoption and product utilization, and identifying training needs. The Senior Client Success Manager will ensure contracted products and services meet or exceed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). They will also facilitate additional customer support in various areas and assist sales account executives with contract management, forecasting, and negotiation, potentially including product demos.
Must have:
- Single post-sales support point of contact for customers for value & impact conversations.
- Coordinate with appropriate internal teams for D&B resources.
- Value Touchpoints (Documentation of Customer Use Cases & KPIs, User Adoption/Product Utilization/Process Flow).
- Identify/coordinate Customer Training needs.
- Ensure delivery of contracted products/services to clients.
- Facilitate additional customer support in Data Advisory, Global Data, Content, Technical Implementation, Customer Service, Technology, Training, and Escalation.
- Promote attendance to Industry Knowledge sessions.
- Backup to Sales AE’s, SR. CSM’s and other CSM’s with contract management, forecasting and negotiation.
- Experience with SFDC, KPI, BI Portal, OA/QTC, Sales Spot, Usage Reporting Systems.
- Strong knowledge and acumen of enterprise product set.
- Strong written and verbal communication skills.
- Ability to document a Process Review/Map and 1-2 years of project management skills.
- Understands Personas of CFO, CPO, CCO and CMO.
- Bachelor’s degree and 5+ years of sales/sales support/client service/account management experience.
Good to have:
- Finance Solutions product certifications.
- Ability to "demo" products as needed with customers directly.
Perks:
- Generous paid time off in your first year, increasing with tenure.
- Up to 16 weeks 100% paid parental leave after one year of employment.
- Paid sick time to care for yourself or family members.
- Education assistance and extensive training resources.
- Do Good Program: Paid volunteer days & donation matching.
- Competitive 401k with company matching.
- Health & wellness benefits, including discounted Wellhub membership rates.
- Medical, dental & vision insurance for you, spouse/partner & dependents.
6 skills required
Job Details
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.
Key Responsibilities
- Single post-sales support point of contact for customers for value & impact conversations.
- Coordinate (quarterback) with appropriate internal teams for as needed to
- appropriate D&B resources: (i.e., Delivery, Onboarding & Implementation, Product Teams, Value Adoption & Training needs. Data Advisory, Global Data Content, Technical Implementation Consultant/Solution Architects, Customer
- Service).
- Value Touchpoints (Documentation of Customer Use Cases & KPI’s, User Adoption/Product Utilization/Process Flow.
- Identify/coordinate Customer Training needs. (Entire portfolio of customers – supporting 4-5 AE’s.)
- Ensure delivery of contracted products/services to clients to ensure SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) as defined in the contracts are met or exceeded.
- Facilitate additional customer support in the areas of Data Advisory, Global Data, Content Technical Implementation Consultant/Solution Architects, Customer Service, Technology, Training, and Escalation resources as needed.
- Help promote attendance to Industry Knowledge sessions when available.
- Responsible and available as backup to Sales AE’s, SR. CSM’s and other CSM’s with contract management, forecasting and negotiation as needed. Additional skill sets with Finance Solutions product certifications and ability to “demo” products as needed with customers directly.
Key Requirements
- Experience with accessing/using a variety applications and systems: SFDC, KPI, BI Portal, OA/QTC, Sales Spot, Usage Reporting Systems
- Strong demonstrated knowledge and acumen of enterprise product(s) set associated with business unit solutions.
- Strong written and verbal communication skills
- Ability to document at a high level a Process Review and/or Process Map and 1-2 years of project management skills
- Understands Personas of CFO, CPO, CCO and CMO
- Bachelor’s degree and 5+ years of sales/sales support/client service/account management experience
Benefits We Offer
· Generous paid time off in your first year, increasing with tenure.
· Up to 16 weeks 100% paid parental leave after one year of employment.
· Paid sick time to care for yourself or family members.
· Education assistance and extensive training resources.
· Do Good Program: Paid volunteer days & donation matching.
· Competitive 401k with company matching.
· Health & wellness benefits, including discounted Wellhub membership rates.
· Medical, dental & vision insurance for you, spouse/partner & dependents.
· Learn more about our benefits: http://bit.ly/41Yyc3d.
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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Equal Employment Opportunity (EEO): Dun & Bradstreet provides equal employment opportunities to applicants and employees without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law. Know Your Rights: Workplace Discrimination is Illegal - The current poster can be found here. We participate in E-Verify - The current poster can be found here.
Accommodations information for applicants with disabilities: Dun & Bradstreet is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with Dun & Bradstreet, please send an e-mail to AcquisitionT@dnb.com to let us know the nature of your accommodation request and your contact information.
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