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 to 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 upsell and cross-sell. This is accomplished by understanding the client's industry and business needs and helping them use the Talkwalker software to execute on their evolving business strategies.
As Talkwalker continues to expand its footprint, our Customer Success team is growing exponentially, not just in size but in the expansion of the role within our organization. We are looking for talented professionals to join us during this exciting time at Talkwalker, specifically those with a passion for data, client advocacy, and with an eye for opportunity.
Talkwalker is a leading social listening & analytics company with over 2,000 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 action consumer insights. We are extremely international, with headquarters in Luxembourg and offices in New York City, San Francisco, Frankfurt, Paris, Singapore, and Tokyo.
Engage with customer teams to understand their goals for using Talkwalker and how the platform will fit into their daily workSupport Training Consultants by providing strategic solutions to complex use cases and translating these into actionable steps for customersDesign and deliver platform focused workshops to meet client needs and exceed expectationsEfficiently deliver enablement training and workshops, both online and onsite where required to clientsEmpower customer teams to use our product independently and efficiently as possibleTroubleshoot technical issues reported by customers during the implementation process and provide solutionsDesign value propositions for new products and use casesDefine & Implement listening and analytics strategies within large enterprise accountsAudit customers projects and advise on best practicesProvide product feedback and test new beta version of TalkwalkerFacilitate the dissemination of knowledge & expertise across teamsAct as a digital storyteller communicating the value of Talkwalker products based on company positioning and insights derived from the data during trainingsWork in collaboration with Sales, CSM, Marketing, Partner and Product teams
Bachelor’s degree in a related fieldNYC or Remote You have 3-7 years of relevant work experience in SaaS customer success, account management, or a strategic consulting organizationYou have prior success of achieving and/or surpassing target renewal, retention & upsell rates on a consistent basisYou have prior knowledge of (or willingness to learn) marketing and advertising technologyYou have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer healthYou have experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)You have Clear verbal and written communication skillsProactive team player who has fresh ideas when it comes to user adoption and churn mitigationEnjoys working closely with customers to ensure complete satisfactionA self-starter who takes the initiative to get things done
What We Offer:
Competitive base salary + bonus100% Medical, Dental and Vision Plan coverage for employeesPaid Vacation and Sick DaysSummer Friday Program FSA, HSA, Pre-tax commuter benefitsWellness reimbursement for gym membershipsPhone Stipend401(k) PlanPaid Family Leave