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 [](http://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.