Brandwatch - Senior Customer Success Manager
Requirements
• 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. • 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. • CisionOne • Brandwatch • PR Newswire • 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.
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.
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