Advisor, Customer Success (R-19835)

职位描述

职位描述 PURPOSE OF THE JOB(required for supervisory/managerial job): Summarize why this job exists and the contribution it makes to the overall business of the company The Associate Advisor, Customer Success is responsible for supporting customer onboarding, adoption, and ongoing engagement throughout the customer lifecycle. The role works closely with Sales, Product, and Data Delivery teams to help customers successfully utilize Dun & Bradstreet solutions and API-based data services. The position focuses on ensuring a positive customer experience through proactive communication, issue coordination, customer usage monitoring, and support of customer integration and adoption activities. The role serves as a key operational contact to help customers realize value from D&B data and solutions. PRINCIPAL ACCOUNTABILITIES: Describe the major activities of the job, emphasizing the end results which must be achieved (suggest listing from the most important task) · Support customer onboarding, product adoption, and ongoing customer engagement throughout the customer lifecycle. · Serve as a day-to-day contact for assigned customers and respond to customer inquiries in a timely manner. · Assist customers in understanding and utilizing D&B products, services, and data solutions to achieve business objectives. · Support customers using API-based products by coordinating API onboarding, testing, integration, and issue resolution activities. · Work closely with Product, Technology, Data Operations, and Sales teams to address customer requirements and service issues. · Monitor customer usage, adoption trends, and account health indicators, and proactively escalate potential risks. · Maintain customer records, activity logs, and engagement documentation in CRM and internal systems. · Prepare customer usage reports, business review materials, and other customer success documentation. · Support customer renewal and retention activities through proactive follow-up and coordination. · Continuously develop knowledge of D&B products, API services, and customer success best practices to enhance customer experience.

任职要求

任职要求 EXPERIENCE, KNOWLEDGE, SKILLS, ABILITIES: List the experience, knowledge, skills and abilities necessary to do the job in a fully competent manner · Bachelor's degree in Information Technology, Computer Science, Business Administration, Finance, or a related field. · 1-2 years of experience in Customer Success, Customer Support, Account Management, Client Service, SaaS Operations, or related customer-facing roles. · Exposure to SaaS products, data services, API products, or software implementation projects is preferred. · Basic understanding of API concepts, system integration, data exchange processes, and API documentation. · Familiarity with RESTful APIs, JSON/XML formats, and API testing tools (e.g., Postman) is a plus. · Strong customer service mindset with good communication and relationship-building skills. · Ability to communicate effectively with both business users and technical stakeholders. · Strong organizational, coordination, and problem-solving skills, with attention to detail. · Good command of written English and Mandarin, with the ability to support daily customer communications and documentation. · Self-motivated, collaborative, adaptable, and willing to continuously learn new technologies and products. MAJOR PROBLEMS / CHALLENGES (required for supervisory/managerial job): Describe 2 or 3 of the most difficult challenges or problems typically encountered in this job · Understanding and resolving business challenges of customer use case. · Tech affinity: be able to do complete product demonstrations and credibly discuss topics such as data integration, APIs, SaaS, etc.