Senior Client Success Manager (R-20008)

Dnb; Florham Park (NJ); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Paid time off

Parental leave

Sick leave

Education assistance

Volunteer days

401k with company matching

Health insurance

Job summary

Dun & Bradstreet seeks a Senior Customer Success Manager to maintain coverage for key accounts, protect renewals, and mitigate churn. The role backfills continuity in Client Success delivery amid growing account demand.

You will serve as a post-sales contact for value discussions, coordinate across Delivery, Onboarding, Product, and Training teams, and ensure contracted products meet SLAs and KPIs. Strong communication and enterprise-product knowledge are essential.

Qualifications

• Bachelor's degree and 5+ years of sales/sales support/client service/account management experience.
• Master's Degree, Six Sigma or Project Management Certification(s) preferred.
• Strong written and verbal communication skills.
• Understands CFO, CPO, CCO and CMO personas.

Responsibilities

• Single post-sales support point of contact for customers for value & impact conversations.
• Coordinate with internal teams (Delivery, Onboarding & Implementation, Product Teams, Training, and Support) to ensure value delivery.
• Identify and coordinate Customer Training needs across 1-3 Account Executives.
• Ensure delivery of contracted products/services to meet SLAs and KPIs.
• Backfill and support Sales AEs and other CSMs with contract management, forecasting, and negotiation.
• Demo products to customers as needed with product certifications.
• Utilize SFDC, KPI, BI Portal and other systems to monitor usage and adoption.

Skills

Account management

Sales support

Project management

Communication skills

Cross-functional collaboration

Education

Bachelor's degree

Master's degree

Six Sigma or Project Management Certification

Tools

SFDC

KPI

BI Portal

OA/QTC

Sales Spot

Usage Reporting Systems

Job description

Shape the Future with Dun & Bradstreet

At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. Are you ready to make an impact and help shape what’s next? Join us! Explore opportunities at dnb.com/careers.

The Senior CSM role is essential to maintaining coverage for key accounts, protecting renewals, and mitigating churn. Backfilling this role ensures continuity in Client Success delivery during a period of growing account demands.

• Single post-sales support point of contact for customers for value & impact conversations.
• Coordinate (quarterback) with appropriate internal teams 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, Solution Optimization.)
• Identify/coordinate Customer Training needs. (Entire portfolio of customers – supporting 1-3 Account Executives.)
• 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 and other CSM’s with contract management, forecasting and negotiation as needed.
• Additional skill sets with (Finance Solutions, Sales & Marketing Solutions, and Third Party Risk & Compliance) product certifications and ability to “demo” products as needed with customers directly.
• 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 3-5 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.
• Master’s Degree, Six Sigma or Project Management Certification(s) preferred.

Benefits We Offer

• Generous paid time off in your first year, increasing with tenure.
• Up to 16 weeks 100% paid parental leaveafter one year of employment.
• Paid sick timeto care for yourselfor family members.
• Education assistanceand extensive training resources.
• Do GoodProgram: Paid volunteer days&donation matching.
• Competitive401k with company matching.
• Health & wellness benefits, including discounted Wellhubmembership rates.
• Medical, dental&vision insurancefor you,spouse/partner&dependents.

Pay Transparency

Dun & Bradstreet is an equal employment opportunity employer and believes in honesty and transparency in the employment hiring process, including pay transparency. Accordingly, listed on this posting is a good faith reasonable estimate of the salary range and other compensation in the job posting, as of the date of this posting. Actual compensation decisions for base salary and other compensation will be dependent upon a wide range of factors including but not limited to: an individual’s skill sets, experience, qualification, training, education, location, and any other legally permissible factors. Successful applicants will also be eligible for D&B’s generous benefit package, outlined above.

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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Equal Employment Opportunity (EEO)

Dun & Bradstreet provides equal employment opportunities to applicants and employees without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law. Know Your Rights: Workplace Discrimination is Illegal - The current poster can be found here. We participate in E-Verify - The current poster can be found here.

Accommodations information for applicants with disabilities

Dun & Bradstreet is committed to providing reasonable accommodation to, among others, individuals with disabilities and disabled veterans. If you need an accommodation because of a disability to search and apply for a career opportunity with Dun & Bradstreet, please send an e-mail to [e-mail] to let us know the nature of your accommodation request and your contact information.