Client Success Manager (R-20026)

Dnb

Canada

RemoteCareer-pivot friendly

Who this role is best for

A natural match if you have experience in post-sales client support and managing cross-functional teams. This role is based in Ontario, Canada, and requires a strong grasp of enterprise product ecosystems and process mapping.

Best fit for

Individuals with a background in process documentation and project management for enterprise clients
— “Ability to document at a high level a Process Review and/or Process Map and 1-2 years of project management skills”
Professionals with a track record of understanding and engaging with C-suite stakeholders
— “Understands Personas of CFO, CPO, CCO and CMO”

Things to consider

The role demands commission eligibility, which may influence compensation expectations and performance focus
— “This role is commission eligible”
Candidates must be prepared to support multiple AEs and manage a broad portfolio of customer needs
— “Identify/coordinate Customer Training needs. (Entire portfolio of customers – supporting 4-5 AE’s.)”

How to stand out

Highlight your ability to quarterback cross-functional teams in your resume and interview responses
— “Coordinate (quarterback) with appropriate internal teams for as needed to appropriate D&B resources”
Emphasize your experience with enterprise product ecosystems and managing KPIs and SLAs
— “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”
Showcase your process mapping and documentation skills with concrete examples in your application materials
— “Ability to document at a high level a Process Review and/or Process Map”
Demonstrate familiarity with the systems mentioned, such as SFDC, BI Portal, and Usage Reporting Systems
— “Experience with accessing/using a variety applications and systems: SFDC, KPI, BI Portal, OA/QTC, Sales Spot, Usage Reporting Systems”

Pace · SteadyCollaboration · HighAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

exceeding SLAs and KPIs
building strong customer relationships

Typical background

5+ years of sales/sales support/client service/account management experience

Skills & requirements

Required

Customer Relationship ManagementProject ManagementCommunication SkillsSLA Management

Preferred

Sales SupportAccount Management

Stack & domain

SFDCKPIBI PortalOa/qtcSales SpotUsage Reporting SystemsFinance Solutions Product CertificationsCommunicationProject ManagementTraining Needs IdentificationCustomer ServiceContract ManagementForecastingNegotiationSalesAccount ManagementClient Service

About the role

Original posting from Dnb via Lever

Shape the Future with Dun & Bradstreet
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. Since 1841, 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.
Essential Key Responsibilities:
Single post-sales support point of contact for customers for value & impact conversations.
Coordinate (quarterback) with appropriate internal teams for 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/Process Flow.
Identify/coordinate Customer Training needs. (Entire portfolio of customers – supporting 4-5 AE’s.)
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, SR. CSM’s and other CSM’s with contract management, forecasting and negotiation as needed. Additional skill sets with Finance Solutions product certifications and ability to “demo” products as needed with customers directly
Education & Experience:
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 5+ years of sales/sales support/client service/account management experience
Compensation:
This role is commission eligible
This position is to fill an existing vacancy.
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Source: Dnb careers (Lever)