Customer Success Director - Financial Services (R-18514) en Dnb

We’re looking for a Customer Success Director to lead and grow some of D&B’s most critical Global Enterprise Financial Services relationships. In this role, you will serve as the primary point of accountability for delivering exceptional service and measurable outcomes by owning the end-to-end client success strategy. Acting as a trusted advisor, you’ll bring the full breadth of D&B’s capabilities—data, insights, innovation, and service excellence—to help clients unlock value and achieve their strategic goals.

Key Responsibilities

Accountable for assigned full lifecycle of the Enterprise Client’s overall success with D&B: Driving Adoption & Value Realisation activities, Growth of D&B footprint, Client Satisfaction and Supporting renewals.

Work closely with D&B Sales/Client Success Leaders to categorize client engagement opportunities based on risk, spend and growth opportunity. And coordinate Post-Sales Teams to deliver all services covered by the contractual agreement.

Mature interpersonal skills and expertise to actively engage and influence CIOs, CTOs, and senior stakeholders, to action and deliver measurable improvements to their organizations, to create/deliver a D&B solution value plan to ensure their business goals are achieved.

Independently network and own service relationship with your Client community via Face-to-Face meetings to build intelligence on Technology Infrastructure, Strategic Objectives and further D&B partnership.

Design meaningful Metrics and KPIs to evidence value (ROI) from client investment in D&B solutions and accountable for reporting to internal/external stakeholders.

Deliver external service reviews (preferably Face-to-Face) to review solution adoption, progress key initiatives and assess client sentiment.

Lead Strategic Account Planning by sharing intelligence from service relationship with Sales Peers.

Lead development of the future service engagement plan (covering T-Minus Retention planning, Value Initiatives, growth enablement and competitor displacement).

Develop specialist industry knowledge relevant to your Client base to advise on industry dynamics/trends, peer best practices and how best to utilize D&B solutions.

Work within an account team matrix and lead Senior stakeholders/User Communities towards identifying their vision by evangelizing the capabilities of D&B.

Identify risks to clients achieving their stated business goals and work with the virtual team to build a risk mitigation / get well plan.

Essential Requirements

10+ years of experience working with large global enterprise clients dealing with data and analytics delivered via highly technical solutions.

Solid customer success or account servicing experience with complex, enterprise solutions into the Financial services industry.

Proven track record in delivering retention results through successful Client success engagements

Strong collaboration and influencing skills are critical to the success of this role

Client-centric approach, with good commercial instincts. The ability to build and maintain relationships with Clients and internal stakeholders

Excellent listening, presentation and communication skills at all business levels and displays effective interpersonal skills

Innovative thinker who is willing to look at new ways to achieve stated objectives

Self-starter who can work independently, enjoys solving problems and executing against plans

Strong service management and project management skills

Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.

Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.

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