Digital Customer Success Manager (R-16442)

Why We Work at Dun & BradstreetDun & Bradstreet unlocks the power of data through analytics, creating a better tomorrow. Each day, we are finding new ways to strengthen our award-winning culture and accelerate creativity, innovation and growth. Our 6,500+ global team members are passionate about what we do. We are dedicated to helping clients turn uncertainty into confidence, risk into opportunity and potential into prosperity. Bold and diverse thinkers are always welcome. Come join us! Learn more at dnb.com/careers.
As a Client Success Manager, you will be part of a dynamic and high performing team. You will lead post sales activities for all lines of business handling high impact and complex customers.

Essential Key Responsibilities

• Post-Sales Support as of Contract Effective Date for New Business and Renewals for the entire contract period for all Lines of Business (Sales & Marketing and Finance and Risk Solutions) to ensure customer renews and grows their business with Dun & Bradstreet.
• Collaborate with Client Directors regarding currency and accuracy of Business Use Case and Key Measurements of success.
• Single point of contact and subject matter expert for client requests/issue escalations as needed.  Pull usage reports, handle user access issues, facilitate invoice/billing issues to the Customer Service team.
• Lead and manage Kick off Meetings, Executive Business Reviews, Process Reviews, Solution Adoption Reviews and, at times, Customer Workshops (knowledge sessions) as well as regular on-going touchpoints.
• Customer Engagements through Quarterly Business Reviews as part of collaboration with the customer to better understand and document “Use Cases”, Goals and Initiatives within the customer’s environment. 
• Coordinate with implementation teams for solution delivery and implementation to coordinate delivery of contracted products/services and customer satisfaction.  Also, manage the 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.
• Coordinate with appropriate teams for implementation, value Touchpoints (User adoption/Product Utilization). 
• Identify/coordinate Customer Training needs.
• 1 -2x a month, analyze usage and collaborate with sales team on plan of action.
• Have a deep understanding of customer’s systems/applications and how they leverage Dun & Bradstreet Data throughout the customer enterprise. 
• Documentation of the customer Data Supply Chain.

Education/Experience and Competencies

• Bachelor’s degree and 5+ years of sales/sales support/client service/account management 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 1-2 years of project management skills.
• Understands Personas of CFO, CPO, CCO and CMO.

Benefits We Offer· 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.· Do Good Program: Paid volunteer days & donation matching.  · Competitive 401k & Employee Stock Purchase Plan with company matching. · Health & wellness benefits, including discounted Wellhub membership rates.· Medical, dental & vision insurance for you, spouse/partner & dependents.· Learn more about our benefits: http://bit.ly/41Yyc3d.

All Dun & Bradstreet job postings can be found at https://www.dnb.com/about-us/careers-and-people/joblistings.html and https://jobs.lever.co/dnb. Official communication from Dun & Bradstreet will come from an email address ending in @dnb.com.
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Equal Employment Opportunity (EEO): Dun & Bradstreet is an Equal Opportunit