- Senior
- Escritório em Chicago
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.
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 15 offices across the globe and more than 1,000 employees worldwide. Brandwatch is a Cision Company.
At the core of our business is the global customer success team. 100+ people around the world, all working towards one mission -- ‘Make Every Customer Successful’. Our mantra is what drives us to ensure that all of Brandwatch’s customers get the very best out of our technology. In the ever changing world of social data, we are constantly called upon to help our customers leverage insights to inform business decisions. We build an understanding of our customer’s businesses, we help them overcome challenges and we seek opportunities to highlight the impact of Brandwatch on the way they do business.
As a Customer Success Director on the Brand team, you will have an overall responsibility for managing and growing our biggest, and most strategic accounts within our Brand portfolio. 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.
What you’ll do:
- 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
What you have:
- 5+ years relevant work experience in a customer facing role
- Excellent customer facing presentation, written, and oral communication skills
- Advanced understanding of social media networks and social monitoring tools
- Experience 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
Nice to haves:
- 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 Gainsight, Salesforce, Zendesk, Zuora, and JIRA
For Individuals based in New York, Illinois, Colorado, Washington, and California, Cision is required to disclose a salary range for this role. This compensation range is specific to these states, however base pay may vary depending on a range of relevant factors.
