As a Customer Success Manager, you will have an overall responsibility for managing and growing your portfolio of accounts spanning a variety of industries. Your role is to build and maintain healthy relationships within your assigned accounts that enable you to drive strong product adoption, exceed business/campaign objectives and identify and sell-in intelligent commercial solutions, resulting in new and increased subscription revenue, whilst maintaining Brandwatch’s positive reputation. Key to this role is the ability to articulate value, inspire and sell the future of Brandwatch.
Essential Duties and Responsibilities
- Develop a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategy, allowing the full potential of the Brandwatch solution to be realized.
- Establish and oversee the customer's adoption, training, and development of best practices to continually drive incremental value and return on the customer's investment.
- Manage account renewals for your customer base, collaborating with account managers on quarterly business reviews, retention strategy and upsell initiatives.
- Identify opportunities for expanded use of the platform and integration into the accounts’ business processes.
- Identify and escalate key customer product related requirements and manage customer expectations on an ongoing basis.
- Facilitate the development of a community of like-minded Brandwatch customers, routinely sharing best practices and leveraging lessons learned.
- Update CRM and billing system records for customer accounts and opportunities.
- Enable and assist product support to best address customer’s technical issues.
- Serve as a coach and trusted advisor to Brandwatch customers.
Minimum Required Qualifications
- 1-3 years relevant work experience in a customer facing role.
- Excellent customer facing presentation, written, and oral communication skills.
- Advanced understanding of social media networks and social monitoring tools.
- Familiarity working with global customers across multiple teams and regions.
- Proven track record of developing and executing strategic account plans.
- Proven ability to develop executive champions at a strategic level.
- The ability to multi-task and troubleshoot under pressure.
- An ability to be astute, strategic, intelligent, and insightful.
- Drive to work autonomously and proactively.
Preferred Qualifications
- Experience working with (or for) a social media monitoring provider.
- Demonstrable knowledge of marketing principles and best practices.
- Familiarity with Boolean logic and data analytics.
- Experience working with CRM and/or ticketing systems, such as Gainsight, Salesforce, Zendesk, Zuora, and JIRA.
For Individuals based in New York, Illinois, Colorado, Washington, and California, Cision is required to disclose a salary range for this role. This compensation range is specific to these states, however base pay may vary depending on a range of relevant factors.
Top Skills
What We Do
Brandwatch is the world’s leading digital consumer intelligence company, allowing users to analyze and utilize conversations from across the web and social media.
It is the perfect platform to make sense of your consumers, their needs, wants, and interests.
With official access to Twitter, Reddit, and Tumblr's firehose, plus data coming from 100 million other sites, our historical archive includes over a trillion conversations, with 501 million new ones added every day.
Our platform then combines queries and AI to help you parse and analyze the data that's useful to you. From there it can be chopped, sliced, and combined to find insights you can put into action.
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