Sr. Client Engagement Manager
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!
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 as scheduled Quarterly Business Reviews with Customers. (Documentation of Customer Use Cases & KPI's, User Adoption/Product Utilization. Identify/coordinate Customer Training needs. (Supporting Top 25 Customers per sales team-high dollar spend/high complexity solutions.)
Additionally to complete formal Process Reviews/Process Maps of Data Flow throughout the customer ecosystem on Top 25 Customer Accounts. Facilitate in-depth User Adoption Reviews and help promote attendance to Customer Workshops when available (knowledge sessions).
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 and Escalation resources as needed.
Responsible and available as backup to Sales AE's and CEM's with contract management, forecasting and negotiation as needed. Additional skill sets with (Finance Solutions, S&MS, Third Party Risk & Compliance) product certifications and ability to "demo" products as needed with customers directly.
Education/Experience and Competencies
Proven level of sophistication and competency in client support skills:
Handling objections/competitive situations, issue resolution, and influencing skills as well as active listening skills, attention to detail and ownership for issue resolution.
Excellent written and verbal communication skills and the ability to build and strengthen world class client relationships across all levels of leaders, especially the C-Suite.
Demonstrated knowledge of enterprise wide technology and how to apply the technology/solutions to solve clients' business needs.
Demonstrated ability to partner and co-ordinate a team-based approach for servicing, expanding and renewing portfolio of accounts to achieve revenue, client satisfaction/retention, lead generation and value-add growth opportunities for designated strategic/high visible accounts/account management.
Demonstrated organizational planning and project management skills.
Bachelor's degree and 10+ years of complex solution sales/sales support/client service/account management role, designing and delivering successful consulting engagement direct selling role and/or Account Management role
Dun & Bradstreet is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, age, national origin, citizenship status, disability status, sexual orientation, gender identity or expression, pregnancy, genetic information, protected military and veteran status, ancestry, marital status, medical condition (cancer and genetic characteristics) or any other characteristic protected by law.
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.
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