Senior Client Success Manager (R-20008)

Shape the Future with Dun & Bradstreet At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. Are you ready to make an impact and help shape what’s next? Join us! Explore opportunities at dnb.com/careers.

The Senior CSM role is essential to maintaining coverage for key accounts, protecting renewals, and mitigating churn. Backfilling this role ensures continuity in Client Success delivery during a period of growing account demands.

Essential Key Responsibilities Single post-sales support point of contact for customers for value & impact conversations.

Coordinate (quarterback) with appropriate internal teams 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, Solution Optimization.)

Identify/coordinate Customer Training needs. (Entire portfolio of customers – supporting 1-3 Account Executives.)

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 and other CSM’s with contract management, forecasting and negotiation as needed.

Additional skill sets with (Finance Solutions, Sales & Marketing Solutions, and Third Party Risk & Compliance) product certifications and ability to “demo” products as needed with customers directly.

Education/Experience 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 3-5 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.