Client Success Manager (R-20026)

Dun & Bradstreet, Inc.; Canada; On-site; CAD 71,000 - 119,000; Full time

Job summary

Lever, Inc. is seeking a proactive post-sales support lead in Canada to act as the single contact for customers on value realisation and outcomes. You will coordinate with Delivery, Onboarding, Product Teams and value training resources to ensure successful deployments.

Your role includes documenting customer use cases, tracking KPIs, supporting 4–5 AEs, and ensuring contracted products/services meet SLAs and KPIs. Strong communication and project-management skills are essential.

Qualifications

• Bachelor's degree and 5+ years of sales/sales support/client service/account management experience.
• Experience with accessing/using enterprise applications and systems such as SFDC, KPI, BI Portal, OA/QTC, Sales Spot, Usage Reporting Systems.

Responsibilities

• Single post-sales support point of contact for customers for value & impact conversations.
• Coordinate with internal teams (Delivery, Onboarding & Implementation, Product Teams, Value Adoption & Training) as needed.
• Document customer use cases and KPIs; track user adoption and process flows.
• Identify and coordinate customer training needs for 4-5 AE’s.
• Ensure delivery of contracted products/services to meet SLAs and KPIs as defined in contracts.
• Facilitate escalation resources and support across departments; promote attendance to industry knowledge sessions.
• Back up Sales AEs and CSMs with contract management, forecasting and negotiation; demo products as needed.

Skills

Communication skills

Process mapping

Project management

Customer focus

Education

Bachelor's degree

Tools

SFDC

KPI

BI Portal

OA/QTC

Sales Spot

Usage Reporting Systems

Job description

Essential Key Responsibilities

• Single post-sales support point of contact for customers for value & impact conversations.
• Coordinate (quarterback) with appropriate internal teams for 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/Process Flow.
• Identify/coordinate Customer Training needs. (Entire portfolio of customers – supporting 4-5 AE’s.)
• 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, SR. CSM’s and other CSM’s with contract management, forecasting and negotiation as needed. Additional skill sets with Finance Solutions 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 1-2 years of project management skills
• Understands Personas of CFO, CPO, CCO and CMO
• Bachelor’s degree and 5+ years of sales/sales support/client service/account management experience

$70,900 - $119,100 a year

This role is commission eligible

This position is to fill an existing vacancy.