Customer Success Specialist (R-16820)

Purpose of the Job

• Our Customer Success Management (CSM) role is critical in helping us realize our goal of providing our customers with an unequalled customer experience. You help to drive customer journey and customer lifetime value by building on trust and acting with integrity in all relationships with customers and internally. 
• You obsess with customer success through proactive engagement with our customers and our data, helping to nurture, retain, and grow your customer accounts. Your competitive fire makes you a tenacious and enthusiastic team player, collaborating and forging strong relationships with DNB’s teams to achieve OKRs. 
• You tailor customer programs and engagements with an efficiency mindset, always striving to optimize and automate alongside our customers. You seek out diverse perspectives and champion inclusion in your work to provide the best outcomes for DNB and its customers. 
• In this role, your key performance metrics include NPS, logo and revenue retention, product adoption and use, and health. You will be accountable for providing structure and best practices that drive immediate and continuous value realization to customers under your name. 
• You will work with incredibly well-resourced, knowledgeable, and collaborative CS and GTM teams to support our customers, providing direction and organizational resources to ensure their success. 
• In short, you will become a consultative and trusted advisor in our customers journeys towards continuous value realization. 

Principal Accountabilities

• Serve as primary point of contact and guide overall relationship with customers, increasing adoption and product use to drive NPS, expansion, and renewal, working collaboratively with DNB team and stakeholders
• Work collaboratively across pillars of Customer Success, Account Management, Product & Solutions, and DNB leadership teams to identify and realize value and revenue opportunities for each of our customers 
• Partner with DNB’s account executive, management, and other sales leaders to assure we continue value-selling based approach through customer journey from point of sale through expansion and renewal
• Engage daily and voraciously with our customers’ and your own performance metrics and data, leveraging all available products and datasets to fuel more effective and efficient work and customer engagements 
• Establish regular cadence meetings (weekly, monthly, quarterly, etc.) with each customer to align and realign on business objectives, KPIs, product use and product opportunities, progression of customer compliance journey, and overall compliance status
• Conduct regular cross-functional meetings between customers and DNB CS pillars, expanding customer relationship networks between their teams and ours (product & solutions, engineers), to identify and drive value based on customer objectives 
• Build and maintain a deep understanding of DNB’s platform and engage with customers about the most relevant features/functionality for their specific business needs
• Become trusted advisor for customers around best practices for progressing their customer journey with DNB, establishing, nurturing, and expanding relationships within each customer organization in concert with relevant DNB strategic team members and stakeholders 
• Leverage relationships, data/metrics, and team resources to proactively identify, assess, and flag risk, and collaborate with team to mitigate and address it
• Support project delivery and point of contact in in delivering project requirements, as necessary.

Requirements

• 3+ years in Customer Success Management/ Account Management/Customer Engagement Management role working with enterprise and/or strategic accounts required
• 3+ years in a customer-facing role overall, preferably in high tech industry
• Professional proficiency in Mandarin, Cantonese, and English language
• University degree and above; Information Technology, Finance, and Business Administration preferred
• Experience in technology, ideally with a background in SaaS or FinTech.
• Empathetic, diplomatic, honest communicator, with demonstrable mastery of written and verbal communication
• Comfortable in presenting, active listener and capacity to synthesize and act on complex dialogue and information
• Data-fueled approach to CSM work, voracious learner
• Collaborative, coachable, constructive and positive attitude
• Resilient and adaptable to change