Client Success Director (R-19218)
About The Position
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. For over 180 years, 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 Client Success Management function is responsible for retaining existing business and drive sales growth through client adoption of Company products and services. Specialize in using deep industry, business processes and product expertise to increase product adoption and utilization. Post-sale client point of contact accountable for value driven engagements across the customer retention lifecycle resulting in client renewals. May handle escalations and coordinate across other functional areas of the Company
Requirements
- 15+ years of relevant experience
- Bachelor's Required
- Minimum of 15 years in a post-sale client management experience leading a portfolio of high-touch enterprise and/or strategic accounts
- Has technical acumen to understand and connect the clients’ business goals with our product abilities
- Highly articulate with excellent business communication (verbal and written) skills and presentation skills suitable for a global corporate environment
- Experience in working with complex, multi-divisional, multi-geographical customers
- Experience working with cross-functional teams (Product, Sales, Support, Ops)
- A bias for action
- Possesses excellent MS-Excel, MS-PowerPoint and MS-Word skills
- Show an ownership mindset in everything you do; be a problem solver, be curious and be inspired to take action, be proactive, seek ways to collaborate and connect with people and teams in support of driving success
- Continuous growth mindset, keep learning through social experiences and relationships with stakeholder, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs
Nice To Haves
- Master's Preferred
Responsibilities
- Serves as the primary post-sale point of contact for clients
- Work as a Trusted Advisor to provide strategic guidance and a path to value with clients.
- Actively manage a portfolio of assigned accounts so that clients may achieve their positive business outcomes
- Responsible for all post-sale activities as part of the clients’ journey, including business outcome planning (ROI) and conducting Quarterly Business Reviews (QBR) with key decision makers
- Use in-depth knowledge of client industry and/or business processes, deep knowledge of the product(s) being sold and technical expertise to drive and increase adoption and utilization and ensure a successful renewal
- Contribute to revenue expansion and retention by identifying and addressing renewal risk and product adoption roadblocks as well as identifying opportunities for growth
- Monitor client usage data, health indicators, renewal dates, and growth opportunities and translate them into strategies for success
- Coordinate with implementation teams to ensure solution delivery meets or exceeds contracted SLAs and KPIs
- Are the internal voice of the customer by proactively working with cross-functional teams to channel client feedback and problems into enhancements and solutions
Benefits
- Generous paid time off in your first year, increasing with tenure.
- Up to 16 weeks 100% paid parental leave after one year of employment.
- Paid sick time to care for yourself or family members.
- Education assistance and extensive training resources.
- Do Good Program: Paid volunteer days & donation matching.
- Competitive 401k with company matching.
- Health & wellness benefits, including discounted Wellhub membership rates.
- Medical, dental & vision insurance for you, spouse/partner & dependents.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
