Senior Client Success Manager (R-16690)

Dun & Bradstreet - Jacksonville, FL

Full-time - Mid Level

Jacksonville, FL

5,001-10,000 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

About the position

At Dun & Bradstreet, we are dedicated to unlocking the power of data through analytics to create a better tomorrow. As a Client Success Manager, you will play a pivotal role in building trusted and strong relationships with designated client accounts. Your primary responsibility will be to manage ongoing client contractual relationships and ensure the operational delivery of services. You will identify value-added solutions that generate growth and revenue while retaining and satisfying clients, overseeing overall portfolio management for your respective line of business. In this role, you will serve as the single post-sales support point of contact for customers, facilitating value and impact conversations. You will coordinate with appropriate internal teams to ensure that clients receive the necessary resources, including Delivery, Onboarding & Implementation, Product Teams, and Customer Service. Your responsibilities will also include documenting customer use cases and KPIs, identifying customer training needs, and ensuring that contracted products and services are delivered in accordance with SLAs and KPIs defined in the contracts. Additionally, you will promote attendance to Industry Knowledge sessions and provide backup support to Sales Account Executives and other Client Engagement Managers with contract management, forecasting, and negotiation as needed. Your role will require additional skill sets with Finance Solutions, Sales & Marketing Solutions, and Third Party Risk & Compliance product certifications, as well as the ability to demonstrate products directly to customers.

Responsibilities

• Build and maintain trusted relationships with designated client accounts.
• Manage ongoing client contractual relationships and operational delivery of services.
• Identify value-added solutions to generate growth and revenue while retaining clients.
• Serve as the single post-sales support point of contact for customers for value and impact conversations.
• Coordinate with internal teams to provide necessary resources to clients.
• Document customer use cases and KPIs, and identify customer training needs.
• Ensure delivery of contracted products/services to clients to meet or exceed SLAs and KPIs.
• Facilitate additional customer support in various areas as needed.
• Promote attendance to Industry Knowledge sessions.
• Provide backup support to Sales Account Executives and other Client Engagement Managers with contract management and forecasting.

Requirements

• Experience with accessing and using a variety of applications and systems such as SFDC, KPI, BI Portal, OA/QTC, Sales Spot, and Usage Reporting Systems.
• Strong knowledge and acumen of enterprise product(s) associated with business unit solutions.
• Strong written and verbal communication skills.
• Ability to document high-level process reviews and process maps.
• 1-2 years of project management experience.
• Understanding of personas such as CFO, CPO, CCO, and CMO.
• Bachelor's degree and 5+ years of sales/sales support/client service/account management experience.

Nice-to-haves

• Certifications in Finance Solutions, Sales & Marketing Solutions, and Third Party Risk & Compliance products.
• Ability to demonstrate products directly to customers.

Benefits

• 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.
• Paid volunteer days and donation matching through the Do Good Program.
• Competitive 401k and Employee Stock Purchase Plan with company matching.
• Health and wellness benefits, including discounted Wellhub membership rates.
• Medical, dental, and vision insurance for you, spouse/partner, and dependents.