Senior Client Success Manager (R-20008)

About the role

Responsibilities

• 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.