Senior Customer Success Manager driving value for strategic Enterprise customers in the Transport, Logistics, and Manufacturing sectors. Cultivating partnerships and ensuring customer success through adoption and measurable outcomes.
About the role
- Client Success Manager playing a key role in driving client satisfaction and adoption of D&B services. Responsible for account success and service delivery for major clients within a sales channel.
Responsibilities
- Accountable for assigned Client’s overall success with D&B: Driving Adoption & Value Realisation activities, Growth of D&B footprint, Client Satisfaction and Supporting renewals.
- Work closely with D&B Sales/Client Success Leaders to categorize client engagement opportunities based on risk, spend and growth opportunity and coordinate Post-Sales Teams to deliver all services covered by the contractual agreement.
- Partner with clients to create/deliver a D&B solution value plan to ensure business goals are achieved.
- Independently network and own service relationship with your Client community via Face-to-Face meetings to build intelligence on Technology Infrastructure, Strategic Objectives and further D&B partnership.
- Design meaningful Metrics and KPIs to evidence value (ROI) from client investment in D&B solutions and accountable for reporting to internal/external stakeholders.
- Deliver external service reviews (preferably Face-to-Face) to review solution adoption, progress key initiatives and assess client sentiment.
- Actively contribute to Strategic Account Planning by sharing intelligence from service relationship with Sales Peers.
- Lead development of the future service engagement plan (covering T-Minus Retention planning, Value Initiatives, growth enablement and competitor displacement).
- Develop specialist industry knowledge relevant to your Client base to advise on industry dynamics/trends, peer best practices and how best to utilize D&B solutions.
- Work within an account team matrix and lead Senior stakeholders/User Communities towards identifying their vision by evangelizing the capabilities of D&B.
- Identify risks to clients achieving their stated business goals and work with the virtual team to build a risk mitigation / get well plan.
Requirements
- 5+ years of experience working in a client support role
- 3+ years experience working with large clients dealing with data and analytics delivered via highly technical solutions
- Proven track record in delivering retention results through successful Client success engagements
- Strong collaboration and influencing skills are critical to the success of this role
- Client-centric approach, with good commercial instincts
- The ability to build and maintain relationships with Clients and internal stakeholders
- Excellent listening, presentation and communication skills at all business levels and displays effective interpersonal skills
- Innovative thinker who is willing to look at new ways to achieve stated objectives
- Self-starter who can work independently, enjoys solving problems and executing against plans
- Strong service management and project management skills
- Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
- Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
Benefits
- All Dun & Bradstreet job postings can be found at https://jobs.lever.co/dnb.
- Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.
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Degree requirement
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