Senior Client Success Manager (R-18340)

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.

Responsible for building trusted and strong relationships with the designated client accounts by managing the ongoing client contractual relationships, operational delivery of services, identifying value added solutions to generate revenue growth while retaining and satisfying the client, and overall portfolio management for the respective line of business. Post Sales Support Portfolio size is $20+ Million in the Utilities & Manufacturing Vertical.

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, Gainsight, 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 2-4 years of project management experience.
• Understands Personas of CFO, CPO, CCO and CMO.
• Bachelor’s degree and 5+ years of sales/sales support/client service/account management experience.
• Master’s Degree, Six Sigma or Project Management Certification(s) preferred

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.

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