Client Success Director

Summary

Join Dun & Bradstreet as a Post-Sales Support professional, managing a portfolio of $18-$25 million in high-tech/telecom clients. You will serve as the primary point of contact, coordinating internal teams to deliver services, identify value-added solutions, and ensure client satisfaction. Responsibilities include managing contractual relationships, tracking KPIs, facilitating training, and providing additional support across various areas. You will leverage your expertise in enterprise products and strong communication skills to build trusted client relationships and drive revenue growth. This role requires a Bachelor's degree and 10+ years of relevant experience. Dun & Bradstreet offers a comprehensive benefits package, including generous paid time off, parental leave, education assistance, and more.

Requirements

• 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 1-2 years of project management skills
• Understands Personas of CFO, CPO, CCO and CMO
• Bachelor’s degree and 10+ years of sales/sales support/client service/account management experience

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 Client Directors.)
• 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 CD’s and other CSM’s with contract management, forecasting and negotiation as needed

Preferred Qualifications

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

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