Job Summary
Job Description
Dun & Bradstreet is looking for an Analyst II to join their Products SBU in Mumbai. This role involves leading the creation and improvement of customer profiles post onboarding, analyzing customer data to identify patterns and opportunities, and developing strategies for personalized customer engagement. The analyst will deliver advanced product demonstrations, design tailored training sessions for clients, and collaborate with the GTM team for product enhancements. Responsibilities include acting as a primary point of contact for client queries, resolving issues, and building strategic relationships through regular high-value interactions and quarterly business reviews. The role also requires monitoring client utilization, identifying opportunities to increase engagement, and proposing initiatives for operational excellence. Mentoring junior analysts and acting as a trusted advisor for clients are also key aspects, along with developing advocacy programs and identifying at-risk customers to improve retention. Leveraging customer success tools like Net Promoter Score and customer journey mapping is expected.
Must have:
- 4-6 years of experience in customer relationship management
- Proven experience in customer engagement
- Excellent communication and negotiation skills
- Strong analytical and problem-solving skills
- Ability to build and maintain positive client relationships
- High adaptability in working with cross-functional teams
- Excellent time management and multitasking skills
Good to have:
- Experience handling senior-level client interactions
- Familiarity with CRM software and tools
5 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.
Location - Mumbai
SBU - Products
Key Responsibilites:
- Lead the creation and continuous improvement of comprehensive customer profiles post onboarding
- Analyze customer data to identify patterns, needs, and opportunities for enhanced service delivery
- Develop strategies for personalized customer engagement based on data-driven insights
- Deliver advanced product demonstrations, including scenario-based walkthroughs of product offerings
- Design tailored training sessions for clients, focusing on maximizing the value of product features
- Collaborate with GTM team to gather feedback and suggest product enhancements based on client input
- Act as a primary point of contact for client queries and issues, ensuring timely and satisfactory resolution
- Collaborate with internal stakeholders, product partners, and international counterparts, as necessary, to ensure timely resolution
- Monitor and manage the client's concerns throughout the resolution process
- Build and maintain strategic relationships with key clients through regular high-value interactions
- Conduct quarterly business reviews to showcase value delivery and understand evolving client needs
- Identify opportunities to deepen engagement and build long-term partnerships
- Monitor and analyze client utilization of products and services
- Identify opportunities to increase client utilization
- Identify gaps in existing processes and propose initiatives for operational excellence
- Collaborate with internal teams to develop best practices for client interactions and service delivery
- Mentor junior analysts, providing guidance on relationship management and operational efficiency
- Act as a trusted advisor for both new and existing clients, ensuring alignment of solutions with their strategic goals
- Develop advocacy programs to encourage customer referrals and testimonials
- Actively identify at-risk customers and implement strategies to improve retention and engagement, ensuring a consistent and positive customer experience
- Leverage customer success tools and methodologies such as net promoter score, management or customer journey mapping to align with best practices in customer engagement
Key Requirements:
- 4-6 years of experience in customer relationship management or a related role
- Proven experience in customer relationship management and advanced customer engagement
- Excellent communication and negotiation skills, with experience handling senior-level client interactions
- Strong analytical and problem-solving skills, with the ability to interpret data and derive actionable insights
- Demonstrated ability to build and maintain positive client relationships
- High adaptability in working with cross-functional teams and managing competing priorities effectively
- Excellent time management and multitasking skills
- Attend client meetings – online and in-person, depending on the requirement
- Familiarity with CRM software and tools is an additional advantage
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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