Strategic Client Success Manager

Dun & Bradstreet; Canada; On-site; CAD 70,000 - 110,000; Full time

Job summary

Dun & Bradstreet in Canada is seeking a post-sales support professional to act as the single point of contact for value and impact conversations with customers. You will coordinate with multiple internal teams to ensure successful delivery of contracted products and services.

You will document customer use cases and KPIs, identify training needs, and back up sales and senior CS roles as required, including potential product demos to clients.

Qualifications

• Experience with accessing/using a variety applications and systems: SFDC, KPI, BI Portal, OA/QTC, Sales Spot, Usage Reporting Systems.
• Strong knowledge and acumen of enterprise product sets for business unit solutions.
• Strong written and verbal communication skills.
• Ability to document Process Reviews/Maps and 1-2 years of project management experience.
• Understands Personas of CFO, CPO, CCO and CMO.
• Bachelor's degree and 5+ years of sales/sales support/client service/account management experience.

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, Data Advisory, Global Data Content, Technical Implementation Consultant/Solution Architects, Customer Service).
• Document Customer Use Cases & KPIs, User Adoption/Utilization/Process Flow.
• Identify/coordinate Customer Training needs for 4-5 Account Executives.
• Ensure delivery of contracted products/services to meet SLAs and KPIs as defined in contracts.
• Facilitate additional customer support in Data Advisory, Global Data Content, Technical Implementation Consultant/Solution Architects, Customer Service, Technology, Training, Escalation resources; promote Industry Knowledge sessions.
• Backup to Sales AEs, SR CSMS, and other CSMS for contract management, forecasting, and negotiation; ability to demo products to customers.

Skills

SFDC / CRM systems

KPI / BI portal knowledge

Strong communication skills

Basic project management

Education

Bachelor's degree + 5+ years sales/support

Job description

Dun & Bradstreet in Canada is seeking a post-sales support professional to act as the single point of contact for value and impact conversations with customers. You will coordinate with multiple internal teams to ensure successful delivery of contracted products and services.

You will document customer use cases and KPIs, identify training needs, and back up sales and senior CS roles as required, including potential product demos to clients.