Customer Success Specialist

CIAL Dun & Bradstreet (cialdnb.com) is part of Dun & Bradstreet’s worldwide network (dnb.com). CIAL Dun & Bradstreet operates in over 40 countries in Latin America. Our products and data are vital to businesses of every size, scope and industry.

Life here at CIAL Dun & Bradstreet is changing – for the better. Our purpose is to grow the most valuable relationships in business by uncovering truth and meaning in data. We’re passionate about our purpose and it has us evolving everything we do. So, if you thrive in an agile culture but want the solidity of a storied and commanding brand, come join us!

I. KEY RESPONSIBILITIES

1. The Customer Success Specialist role is responsible for driving engagement, usage and satisfaction with our offerings to support renewal and contract growth.
2. This role involves proactively analyzing the engagement of a portfolio of clients, and developing a working relationship with customers to improve their experience, and ensure that they realize the value that they paid for.
3. Identify opportunities to grow the account in collaboration with the Account Manager to support renewal and up-sell.
4. Support Onboarding Experience to ensure customers are set up for success from the get-go.
5. Analyze customer data to improve customer experience.
6. Maintain existing Customer Success metrics and data as directed.
7. Establish a trusted and strategic advisor relationship and drive continued value of our products and services.
8. Drive customer retention by staying ahead of customer needs and offering new insights, strategies, and functionality.
9. Spur customer account growth through your deep knowledge of the product/service and the customer’s needs by making logical expansion recommendations.
10. Communicate effectively with customer senior-level management to understand customer needs to maximize customer retention and expansion.

Inglês - Nível Avançado e Inglês - Nível Fluente

II. KEY REQUIREMENTS

1. Successful Customer Success Managers must be proactive, social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively.
2. The ideal Customer Success Manager should engage with customers, be curious about their needs and wants, and create strategies that grow that value they identify.
3. Excellent interpersonal skills and ability to communicate and foster positive business relationships.
4. Demonstrated ability with sales teams to identify customer needs and deliver differentiated solutions.
5. High computer literacy, ability to learn new software, and experience delivering technology-driven solutions.
6. Experience working with brand image and promoting value through customer experience.
7. Technical and analytical skills required.
8. Strong strategic planning and project management skills with a demonstrated ability to prioritize time and tasks quickly and effectively.
9. Strong team player, self-starter, and thrives in a multi-tasking environment who can quickly adjust priorities.
10. Experience with Salesforce, HubSpot, or comparable CRM.
11. Solid experience.
12. Bachelors Degree.
13. English fluent.