Senior Customer Success Manager

The Customer Success team is the face and voice of Talkwalker, reflecting the company's core values in its strategic collaboration with customers. The CSM’s role is to consult customers in their initial steps in onboarding and provide meaningful support thereafter. The goal is to help customers truly leverage the powerful analytics available to them in Talkwalker in order to achieve and optimize their business goals.
As part of the Customer Success Team, we believe that closing the deal is just the beginning. Our mission is to become an extension of our customer’s team and ensure that every customer recognizes the ROI of the platform. The CSM's main responsibilities include ensuring high client retention and increasing revenue through upselling and cross-selling. This is accomplished by understanding the client's industry and business needs and helping them use the Talkwalker software to execute their evolving business strategies.  
Talkwalker is a leading consumer intelligence company with over 2,500 clients globally. Through our AI-powered analytics platform, we gather data from the conversations that happen around brands - online, in the media, and within companies themselves - to uncover, understand, and actionable consumer insights. We are extremely international, with headquarters in Luxembourg and offices in New York City, San Francisco, Frankfurt, Paris, Singapore, Tokyo, Milan, and London.
This position will be dedicated to one strategic-level client. The position is to be based on-site in Paris or in Luxembourg.

Key responsibilities:

• Serve as the main point of contact and manage a strategic account, focused on increasing their adoption and growth
• Review customer health and flag and address any risks for churn
• When needed, partner with sales team to drive upsell opportunities
• Identify happy customers that can be used as references 
• Provide feedback (from clients and own) on product features, gaps and pricing to Manager
• Demonstrate deep knowledge of Talkwalker products and integrations, while keeping up with industry trends and competitors
• Work closely with Support team to properly prioritize client requests and escalations
• Evaluate and analyze customer needs and work with other Talkwalker departments to address them
• Develop strong relationships based on trust and transparency with clients
• Identify product and process gaps and issues and suggest potential solutions  
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Gauge customers’ levels of engagement with Talkwalker and identity ways to improve penetration

Must-have:

• Professional/fluent level in French & English.
• You have proven work experience in customer success, account management, or a strategic consulting organization
• You have prior success of achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
• You are comfortable preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
• You have clear verbal and written communication skills
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Enjoys working closely with customers to ensure complete satisfaction
• A self-starter who takes the initiative to get things done

Nice-to-have:

• German, Spanish, or Italian language skills are a considerable advantage.
• Prior experience in the social listening industry
• You have prior knowledge of (or willingness to learn) marketing and advertising technology
• You have experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)

What we offer [in France]:

• CSM Bonus plan of 15% of base salary
• 26 paid vacation days + 7 RTT
• Winter break (closed global offices between Christmas & New Years)
• 3 volunteer days
• Prime congé (paid in June)
• AXA Health Insurance
• AXA Life & Disability Insurance
• Optional complementary insurance
• Lunch vouchers
• Pass navigo

What you can expect from the interview process:

• 1st interview with our TA Partner - 30 minutes
• 2nd interview with our Hiring Manager - 60 minutes
• 3rd interview is a case presentation with HM and CS Manager - 60 minutes
• Final interview with our CS Director - 30 minutes

If you're interested in the role, but not sure you correspond 100% to the role, apply anyway! We want to hear from you :)
Talkwalker is committed to bringing together a diverse workforce that we believe will