Client Success Manager (R-20026)

About the role

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