The Role
Manage and grow a portfolio of accounts as a trusted advisor, driving product adoption, renewals, upsells, onboarding/training, success plans, and cross-functional issue resolution to maximize customer value and retention.
Summary Generated by Built In
At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.
Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow.
Empower your impact at Cision. Be seen, be understood, be you.
As a Sr. 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
- 2+ years relevant work experience in a customer facing role.
- Experience in developing and executing on Success Plans in collaboration with customers
- 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 Planhat, Gainsight, Salesforce, Zendesk, Zuora, and JIRA
Cision is the global leader in consumer and media intelligence, engagement, and communication solutions. We equip PR and corporate communications, marketing, and social media professionals with the tools they need to excel in today's data driven world. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne, Brandwatch, and PR Newswire, enable over 75,000 companies and organizations, including 84% of the Fortune 500, to see and be seen, understand and be understood by the audiences that matter most to them.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact [email protected]
Cision, Inc. "the Company" only communicates with candidates and extends job offers through direct channels, not third parties.
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
Skills Required
- 2+ years relevant work experience in a customer facing role.
- Experience in developing and executing on Success Plans in collaboration with customers.
- 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.
- Ability to multi-task and troubleshoot under pressure.
- Ability to be astute, strategic, intelligent, and insightful.
- Drive to work autonomously and proactively.
- 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 Planhat, Gainsight, Salesforce, Zendesk, Zuora, and JIRA.
Brandwatch Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brandwatch and has not been reviewed or approved by Brandwatch.
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Flexible Benefits — Work is remote-optimized with hybrid options, flexible core hours, and a home-office stipend that support varied working styles. Feedback suggests this flexibility is a notable strength relative to other elements of the package.
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Leave & Time Off Breadth — Unlimited PTO plus additional wellness days and paid holidays/volunteer time provide generous time-away policies. Feedback suggests these policies are attractive on paper, with usage shaped by team norms.
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Wellbeing & Lifestyle Benefits — Medical, dental, vision, FSA, mental-health resources (EAP, Headspace), and learning access/stipends indicate a broad wellbeing offering. Feedback suggests these benefits can help offset cash-pay concerns for some roles.
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The Company
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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