Hybrid Customer Success Director – Financial Services

at Dun & Bradstreet

• Job title: Customer Success Director – Financial Services
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, London, United Kingdom

About the role

• Customer Success Director leading client success strategy for Global Enterprise Financial Services at Dun & Bradstreet. Delivering exceptional service through data, insights, and innovation.

Responsibilities

• Accountable for assigned full lifecycle of the Enterprise 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.
• Mature interpersonal skills and expertise to actively engage and influence CIOs, CTOs, and senior stakeholders, to action and deliver measurable improvements to their organizations, to create/deliver a D&B solution value plan to ensure their 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.
• Lead 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

• 10+ years of experience working with large global enterprise clients dealing with data and analytics delivered via highly technical solutions.
• Solid customer success or account servicing experience with complex, enterprise solutions into the Financial services industry.
• 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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