Senior Customer Success Manager

37 minutes ago
Senior
Customer and Technical Support
Brandwatch

Brandwatch

Brandwatch is the world’s leading provider of social media monitoring and analysis solutions, offering real-time coverage and reliable data to help global brands and agencies monitor online conversations, gain business insights, conduct market research...

Professional Services
1K-5K
Founded 2005
$83M raised

Description

  • Develop trusted advisor relationships with customer executive sponsors and align account activities to business goals.
  • Drive customer adoption, training, and best-practice development to increase value and return on investment.
  • Manage account renewals, including quarterly business reviews, retention strategy, and upsell initiatives.
  • Identify opportunities to expand platform use and integrate the product into customer business processes.
  • Identify and escalate customer product requirements and manage expectations over time.
  • Build a community of Brandwatch customers and share best practices and lessons learned.
  • Update CRM and billing system records for accounts and opportunities.
  • Support product troubleshooting and work with product support to resolve technical issues.
  • Coach customers and help articulate the value of Brandwatch.

Requirements

  • 2+ years of relevant experience in a customer-facing role.
  • Experience developing and executing Success Plans with customers.
  • Excellent presentation, written, and verbal communication skills.
  • Advanced understanding of social media networks and social monitoring tools.
  • Experience working with global customers across multiple teams and regions.
  • Proven ability to develop and execute strategic account plans.
  • Proven ability to develop executive champions at a strategic level.
  • Ability to multitask and troubleshoot under pressure.
  • Ability to work autonomously and proactively.
  • Preferred: experience with a social media monitoring provider, marketing principles, Boolean logic, and data analytics.
  • Preferred: experience with CRM and/or ticketing systems such as Planhat, Gainsight, Salesforce, Zendesk, Zuora, and JIRA.

Benefits

  • Commitment to diversity, equity, and inclusion in the workplace.
  • Inclusive environment where employees can be their authentic selves.
  • Reasonable accommodations for individuals with disabilities during the application and interview process.
  • Equal opportunity employment consideration for all qualified applicants.

Interested in this position?

Apply directly on the company website

Apply Now

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