Dun & Bradstreet

Global business data and analytics platform

Client Success Manager

Customer SuccessUpdated on Nov 12

Full-timeOntario, CanadaCA$70.9k - CA$119.1k /yrRemote

About the Job

Requirements

Experience accessing and using a variety of applications and systems, including SFDC, KPI, BI Portal, OA/QTC, Sales Spot, and usage reporting systems.
Strong knowledge and understanding of enterprise products associated with the business unit's solutions.
Strong written and verbal communication skills.
Ability to document a process review and/or process map at a high level.
One to two years of project management skills.
Understanding of the personas of CFO, CPO, CCO, and CMO.
A bachelor's degree and at least five years of sales, sales support, client service, or account management experience.

Responsibilities

Serve as the single post-sales support point of contact for customers for value and impact conversations.
Coordinate with appropriate internal teams and resources as needed, including Delivery, Onboarding and Implementation, Product Teams, Value Adoption and Training, Data Advisory, Global Data Content, Technical Implementation Consultants and Solution Architects, and Customer Service.
Conduct value touchpoints, documenting customer use cases and key performance indicators, user adoption and product utilization, and process flow.
Identify and coordinate customer training needs across the customer portfolio while supporting four to five Account Executives.
Ensure delivery of contracted products and services to clients so that service level agreements and key performance indicators defined in contracts are met or exceeded.
Facilitate additional customer support from Data Advisory, Global Data Content, Technical Implementation Consultants and Solution Architects, Customer Service, Technology, Training, and Escalation resources as needed.
Help promote attendance at Industry Knowledge sessions when available.
Provide backup to Sales Account Executives, Senior Client Success Managers, and other Client Success Managers with contract management, forecasting, and negotiation as needed.
Use Finance Solutions product certifications and demonstrate products directly to customers as needed.

Salary Range: 70900 to 119100 (Currency: CAD) (Pay period: per-year-salary)

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

This position is to fill an existing vacancy.

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Requirements at a Glance

Experience Level: Senior
Education: Bachelor's

Benefits

Medical and Prescription Drug: Comprehensive coverage through a choice of a Preferred Provider Organization (PPO) plan and Consumer Directed Health Plan (CDHP). The CDHP plan has a Health Savings Account (HSA) option. D&B contributes to the HSA each year.
Dental: Insurance including preventive care, basic care, major care and orthodontia
Vision: Coverage for routine eye exams and prescription lenses, frames and contact lenses
Health Care Accounts: Set aside before-tax dollars to pay for eligible health care expenses. You can choose a Healthcare Flexible Spending Account (FSA) or Health Savings Account (HSA).
Life Insurance: Company paid life insurance, as well as additional coverage including Basic, Supplemental, Spouse or Domestic Partner, and Child
Accidental Death & Dismemberment Insurance: Benefit that provides a payment if you suffer an accident that is fatal or dismembering
Business Travel Accident Insurance: Benefit that provides a payment if you are injured or die as a result of an accident while traveling on Company-approved business
Short-Term Disability (STD): Company provided benefit that offers you income protection for absence due to nonwork-related injury or illness
Long-Term Disability (LTD): Coverage that picks up when your STD ends. It provides income protection if you become totally disabled and are unable to work after 180 days of continuous disability.
Critical Illness Insurance: Insurance that is intended to supplement your medical and disability coverage. It provides a lump-sum benefit in the event you (or a covered family member) are diagnosed with a covered condition, such as cancer, heart attack, and more
Hospital Indemnity Insurance: Provides a lump-sum benefit to help you pay for costs in the event you (or a covered family member) are hospitalized.
Accident Insurance: Provides a lump-sum benefit to help you (or a covered family member) pay for costs for a covered injury and related services

About the Company

Dun & Bradstreet

Global business data and analytics platform

Dun & Bradstreet aggregates and analyzes business information to help organizations improve performance. Its Data Cloud holds data on hundreds of millions of businesses, which clients access through subscriptions to data and analytics platforms, plus one-time reports and data services. The product works by collecting and organizing commercial data such as credit reports, supplier risk, and marketing data, then delivering insights that support risk management, sales, and marketing decisions. Compared with competitors, Dun & Bradstreet emphasizes a large, integrated data and analytics platform that combines extensive business data with practical software tools and reports, enabling customers to act on findings across risk, marketing, and growth opportunities. The company’s goal is to help clients make informed decisions, reduce risk, and identify opportunities to grow their business.

Company size: 5,001-10,000
Company stage: IPO
Headquarters: Jacksonville, FL
Founded: 1840

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