Senior Client Success Manager

Summary

Join Dun & Bradstreet as a Senior Client Success Manager and drive client success by focusing on adoption, value realization, growth, and satisfaction. Collaborate with sales and client success leaders to categorize client engagement opportunities and coordinate post-sales teams. Engage with senior stakeholders to deliver measurable improvements and develop value plans. Build and maintain client relationships through face-to-face interactions, design key performance indicators, and deliver service reviews. Contribute to strategic account planning, develop future service engagement plans, and leverage industry knowledge to advise clients. Identify and mitigate risks to client success. This role requires a minimum of eight years of experience with large global clients in data and analytics, a proven track record in client retention, and strong collaboration and influencing skills.

Requirements

• Minimum of eight years of experience working with large global clients dealing with data and analytics delivered via highly technical solutions
• Solid customer success or account servicing experience with complex, enterprise solutions
• Proven track record in delivering retention results through successful Client success engagements
• Strong collaboration and influencing skills are critical to the success of this role
• Client-centric approach, with good commercial instincts
• The ability to build and maintain relationships with Clients and internal stakeholders
• Excellent listening, presentation and communication skills at all business levels and displays effective interpersonal skills
• Innovative thinker who is willing to look at new ways to achieve stated objectives
• Self-starter who can work independently, enjoys solving problems and executing against plans
• Strong service management and project management 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 stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs
• Sound industry-specific, user-related MS Office and IT skills
• Business fluent in written and spoken English and German

Responsibilities

• Accountable for assigned Client’s overall success with D&B: Driving Adoption & Value Realisation, Growth of D&B footprint, Client Satisfaction and Supporting renewals
• Work closely with D&B Sales/Client Success Leaders to categorize client engagement opportunities based on risk, spend and growth opportunity and coordinate Post-Sales Teams to deliver all services covered by the contractual agreement
• Mature interpersonal skills and expertise to actively engage and influence CIOs, CTOs, and senior stakeholders, to action and deliver measurable improvements to their organizations, to create/deliver a D&B solution value plan to ensure their business goals are achieved
• Independently network and own service relationship with your client community via Face-to-Face
• Design meaningful Metrics and KPIs to evidence value (ROI) from client investment in D&B solutions and accountable for reporting to internal/external stakeholders
• Deliver external service reviews (preferably Face-to-Face) to review solution adoption, progress key initiatives and assess client sentiment
• Actively contribute to Strategic Account Planning by sharing intelligence from service relationship with Sales Peers
• Lead development of the future service engagement plan (covering T-Minus Retention planning, Value Initiatives, growth enablement and competitor displacement)
• Develop specialist industry knowledge relevant to your client base to advise on industry dynamics/trends, peer best practices and how best to utilize D&B solutions
• Identify risks to clients achieving their stated business goals and work with the virtual team to build a risk mitigation / get well plan

Benefits

• A team at eye level that is success-oriented, helpful and eager to learn
• Professional and interdisciplinary development opportunities: Access to (international) training and further education programs
• Internal promotion opportunities and the chance to move to other areas of the company and learn new skills
• A structured, practiced and appreciative feedback culture
• Flexible working hours and the option of remote working
• An innovative office space in the One-Tower Frankfurt from 2024 for progressive collaboration ( www.one-frankfurt.de )
• 30 days' vacation plus various special leave options and anniversary bonuses
• "Do Good" donation program to make donations to specific institutions with the support of D&B
• Refer a friend program
• Company pension scheme with our partner "Gothaer"
• Wellhub membership for a flexible & discounted selection of gyms and wellness offers
• Subsidized ”Deutschland-Job-Ticket”
• Subsidized workplace safety glasses
• And, of course, an individual onboarding