Customer Success Associate

Brandwatch is the world’s premier social suite, empowering over 7,500 of the world’s most admired companies to understand and engage with customers at the speed of social. <br/>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.<br/>Operating and serving clients the world over, Brandwatch has 15 offices across the globe and more than 1,000 employees worldwide. Brandwatch is a Cision Company.<br/>As a Customer Success Associate, you are focused on securing healthy long-term adoption among your assigned portfolio of customers through trainings, follow-ups and additional check-ins. <br/>You are a driven, customer-centric, team player who loves leveraging your versatility and critical thinking aptitudes to develop relationships and deliver results for our customers. <h3>What you’ll do: </h3> <ul> <li>Serve as the primary point of contact for the customer during and post-implementation </li><li>Develop a trusted advisor relationship with customer stakeholders to drive product adoption</li><li>Educate customers on how to leverage features and new releases </li><li>Understand the customer needs and link them to workflows in our products </li><li>Conduct periodic customer health-checks to understand behaviour and proactively address inactivity and/or missed opportunities </li><li>Help strategise with the customer at key stages of the lifecycle on how to optimise their use of the product, ensuring ROI </li><li>Partner with internal stakeholders to align account activities with the customer's business case and strategy </li><li>Identify renewal risk and collaborate with internal teams to alleviate blockers and ensure a successful renewal</li></ul> <h3>What you have:</h3> <ul> <li> English to a native fluency level (other European languages like French or Italian are a plus)</li><li>Minimum 1 year of experience. Ideally has had a full-time job or a lot of experience next to studies</li><li>Experience in either sales, customer success, account management, support or SoMe</li><li>Passion to develop and build a career in Customer Success</li><li>Customer-first mindset and strong relationship management skills (tailoring for the different stakeholders)</li><li>Excellent problem-solving skills and good technical knowledge</li><li>A passion for and strong knowledge of the digital marketing landscape to deliver valuable advice</li><li>Commercial acumen and comfortable with working towards set targets e.g. goal-driven and accountable</li><li>Solid organisational skills like project management and milestone completion</li><li>The drive to steer customers to succeed with a data-driven approach</li><li>Great communicator and skilled in engaging and explaining</li><li>SoMe knowledge or strong interest</li></ul> <h3>What we offer:</h3> <ul> <li>The opportunity to partner with international colleagues across the global offices of a social media SaaS industry leader</li><li>A thorough onboarding process to set you up for success in your new role </li><li>An open and informal working environment defined by high level of personal responsibility and follow-through, and excellent career development possibilities </li><li>A pension scheme and health insurance</li><li>Our in-house canteen providing up to 3x meals per day, including drinks and healthy snacks</li><li>Full Calm subscription, 24/7 Employment Assistance Program</li></ul>Our Values: <br/>We Act with Care - We invest in our teams, treat each other with respect, and understand that people are the center of our work. We care about our purpose and invest heavily in services to better support our customers.<br/>We Take Pride - We take pride in the quality of our products and services, our company, and each other. <br/>We Spark Change - We are agents of change and we are pioneers in our industry. We reward creativity and value the lessons that come not only from success, but failure as well. <br/>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!<br/>Brandwatch is a globally distributed organization. However, we can’t provide any legal sponsorship to attain a work visa or permit in your country of residence, nor in any of the countries where we operate. We strongly advise you to seek legal counsel to ensure your residential status is fully legal before you apply. Any offer of employment we make you will be conditional upon you having the right to work in your hiring location and Brandwatch will verify this as part of the onboarding process.<br/>To all recruitment agencies: Brandwatch does not ac