Senior Customer Success Manager

Brandwatch, a Cision product, empowers over 5,000 of the world’s most admired companies to understand and engage with customers at the speed of social. 
Combining pioneering, AI-enriched digital consumer intelligence with industry-leading social media management tools, Brandwatch offers a complementary suite of specialized, best-in-class products and services that support intelligently connected workflows. With Brandwatch, brands and agencies can adapt and thrive in today’s fast moving digital world by making smarter decisions and executing data-driven social strategies at every customer touchpoint.
Operating and serving clients the world over, Brandwatch has 17 offices across the globe and more than 1,000 employees worldwide.

A Brandwatch Enterprise Senior Customer Success Manager owns the relationships with a portfolio of Strategic clients, supporting them as they use Brandwatch’s product suite to improve efficiency and make decisions across their organisations. 
The mission of the Customer Success team is to build our understanding of our clients’ businesses, to help them overcome challenges, ensure they fully adopt the technology, and to seek opportunities to highlight the impact of Brandwatch on the way they do business. As we continue to rapidly expand our global team, we are hiring a Senior Customer Success Manager, to be based in London, Brighton or remote within the UK.

What you'll do:

• You will own the overall relationship with your book of strategic customers, establishing a trusted advisor relationship and ensuring customers get optimal value from our products and services.
• This means working closely with clients to ensure they are equipped to adopt Brandwatch technologies, as well as ensuring their investment helps them achieve their business goals.
• You will build strong relationships with your main points of contact, aiming to build active Brandwatch champions and executive sponsors within each account. Your clients will see you as a trusted advisor.
• You will document client feedback and product requests, advocating for them internally to ensure our product road map is developed in line with the needs of our customers.
• You will be working with clients to establish strategic plans, goals and other key performance indicators and support the customer in achieving their goals.
• You will conduct regular account analysis and planning in order to identify and mitigate any customer health risks, and similarly identify and achieve growth opportunities.
• By achieving the goals above, you will be able to nurture customer advocacy and co-marketing opportunities that benefit the client’s organisation as well as ours.

What you have:

• Fluent English
•  3+ years of experience in Customer Success/Account Management, or a highly related role in SAAS or at an agency.
• Excellent written and verbal communication skills.
• A great relationship builder. No matter your personality type, you will need to build relationships at operational and executive levels.
• A bias to action and a solution mindset when it comes to problem solving.
• Intermediate-expert knowledge of marketing principles and best practices.
• Accountability and a proactive approach to your work schedule.Goal-driven and excited to achieve commercial targets.

Nice to haves:

• Ability to speak a second language, ideally French, Spanish, Italian or German
• Experience working with or for a social listening / digital intelligence / Social Media Management provider
• Experience working with CRM and/or ticketing systems, such as Salesforce, Zendesk, Zuora, and JIRA
• Familiarity with Boolean logic and data analytics

Measurements of success:

• Retention and growth of your book of client accounts
• Your clients’ satisfaction levels

What we offer:

• An open and informal working environment defined by high level of personal responsibility and trust
• Diverse and international environment where personality, cultural background and unique perspectives are valued
• Strong focus on the person and career development
• The opportunity to partner with international colleagues across the global offices
• Flexibility in terms of working from home VS working from the office as well as good work-life balance
• A pension scheme and health insurance (including coverage for chiropractic procedures and therapists)
• Staff discounts for different services (e.g. massage, Calm app subscription).

If you’ve found our job opportunity interesting but you don’t meet all of the requirements, it’s still worth applying. We’d love to hear from you!
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