The Senior CSM role is essential to maintaining coverage for key accounts, protecting renewals, and mitigating churn. Backfilling this role ensures continuity in Client Success delivery during a period of growing account demands.
Essential Key Responsibilities- Single post-sales support point of contact for customers for value & impact conversations.
- Coordinate (quarterback) with appropriate internal teams 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, Solution Optimization.)
- Identify/coordinate Customer Training needs. (Entire portfolio of customers - supporting 1-3 Account Executives.)
- 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 and other CSM's with contract management, forecasting and negotiation as needed.
- Additional skill sets with (Finance Solutions, Sales & Marketing Solutions, and Third Party Risk & Compliance) 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 3-5 years of project management experience.
- Understands Personas of CFO, CPO, CCO and CMO.
- Bachelor's degree and 5+ years of sales/sales support/client service/account management experience.
- Master's Degree, Six Sigma or Project Management Certification(s) preferred.
$114,900 - $193,000 a year
This role is commission eligible
Benefits We Offer• Generous paid time off in your first year, increasing with tenure.
• Up to 16 weeks 100% paid parental leave after one year of employment.
• Paid sick time to care for yourself or family members.
• Education assistance and extensive training resources.
• Do Good Program: Paid volunteer days & donation matching.
• Competitive 401k with company matching.
• Health & wellness benefits, including discounted Wellhub membership rates.
• Medical, dental & vision insurance for you, spouse/partner & dependents.
