Why We Work at Dun & Bradstreet
We are at a transformational moment in our company journey - and we're so excited about it. Each day, we are finding new ways to strengthen our award-winning culture, and to accelerate creativity, innovation and growth. Our purpose is to help customers improve business performance with Dun & Bradstreet's Data Cloud and Live Business Identity, and we're wildly passionate and committed to this purpose. So, if you're looking to make an immediate impact at a company that welcomes bold and diverse thinking, come join us!
D&B Lattice is a rapidly growing SaaS Division within Dun &Bradstreet that leverages the power of Data and AI to provide B2B Demand Generation acceleration solutions. Our software is already in use by world class companies including Office Depot, DropBox, Shopify and others. We are helping customers leverage the best of Dun & Bradstreet's fast growing Digital Solutions division.
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As a Customer Success Manager, you will be the primary interface to our Fortune 500 customers, responsible for assessing their needs and deploying our solutions. You will be expected to understand key sales challenges and demonstrate strong problem solving, project management, and customer engagement skills.
Location - Austin (TX)
Description
The Customer Success Manager serves as a trusted advisor to our customers, helping them to achieve success with D&B Lattice solutions and maximize their return on investment in the platform. The CSM is responsible for understanding customer requirements, managing project implementation and driving adoption. Over time, CSMs should be capable of sharing sales and marketing productivity best practices and working with the Lattice Sales team to expand our customer footprint. CSMs will regularly interface with our customer's Sales, Marketing, Analytics and IT teams to execute their role.
Responsibilities
- Manage all post-sales activity for Lattice's enterprise customers through strong relationship-building, product knowledge, planning and execution
- Lead a cross-functional team of Lattice and customer resources for solution implementation
- Maintain a deep understanding of our solutions and speak with customers about the most relevant features/functionality for their specific business needs
- Ensure that a plan is in place with each customer for deployment, change management and adoption
- Increase customer retention by conducting regular check-in calls and perform quarterly business reviews
- Partner with Sales to develop a plan for customer success and expansion with Lattice
- Work closely with Product and Engineering on identification and tracking of enhancement requests
- Function as the voice of the customer and provide internal feedback on how Lattice can better serve our customers
- 4 year degree required
- 5+ years of experience in software customer account management, management consulting or at a major systems integrator
- Excellent analytical and problem-solving skills
- Strong verbal and written communication skills and technical aptitude
- Robust project management experience
- Proven track record of success as a manager or a team-lead
- Sales & Marketing business domain knowledge is highly desirable
- Familiarity with Salesforce, CRM and other Software-as-a-Service is a plus
- Passion for predictive analytics and the power of data driven solutions
- Enjoys working closely with customers to ensure complete satisfaction
- A go-getter who takes the initiative to get things done
We are committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with Dun & Bradstreet and need special assistance or an accommodation to use our website or to apply for a position, please send an e-mail with your request to TalentAcquisitionTeam@dnb.com. Determination on requests for reasonable accommodation are made on a case-by-case basis.
Please note that all Dun & Bradstreet job postings can be found at https://dnb.wd1.myworkdayjobs.com/Careers and all communication from Dun & Bradstreet will come from an email address ending in @dnb.com.