Senior Client Success Manager; R

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The Senior CSM role is essential to maintaining coverage for key accounts, protecting renewals, and mitigating churn. Back filling 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.

· 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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