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Senior Solutions & Training Specialist

Tokyo - Customer Success - International

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.

As a Senior Solutions & Training Specialist, you will be responsible for technical implementation services, product subject-matter-expertise, and advanced use-case solutions as part of the Professional Services Team, as well as delivering training sessions to our customers to onboard & uplevel them on using our Talkwalker products.
 
You will play a key role in driving adoption of the Talkwalker Product Portfolio and ensure you drive onboarding, adoption and value delivery for customers throughout their lifecycle. You may also be called upon to deliver expert services both during the early phase of the onboarding and implementation, as well as throughout the customer lifecycle with Talkwalker and extended use case execution, with primarily our strategic and enterprise customers.

Key Responsibilities:

  • Engage with customer teams to understand their goals for using Talkwalker and how the platform will fit into their daily work
  • Own and deliver a comprehensive and impactful onboarding experience & training for new Talkwalker customers, partnering with CSMs throughout the process
  • Act as an internal resource for all things related to training & enablement for the Talkwalker suite of products
  • Act as training consultants during onboarding to deliver training for customers based on needs
  • Design and deliver platform focused workshops to meet client needs and exceed expectations
  • Efficiently deliver enablement training and workshops, both online and onsite where required to clients
  • Empower customer teams to use our product independently and efficiently as possible
  • Troubleshoot technical issues reported by customers during the implementation process and provide solutions
  • Design value propositions for new products and use cases
  • Define & Implement listening and analytics strategies within large enterprise accounts
  • Audit customers projects and advise on best practices
  • Provide product feedback and test new beta version of Talkwalker
  • Facilitate the dissemination of knowledge & expertise across teams
  • Act as a digital storyteller communicating the value of Talkwalker products based on company positioning and insights derived from the data during trainings
  • Work in collaboration and help drive revenue with Sales, CSM, Marketing, Partner and Product teams 
  • Qualifications:

  • 3-5 years relevant experience in a related area, for example: implementation expert, solutions architect, business analyst, support specialist or client success professional working with Enterprise/Strategic accounts
  • You have strong product command and technical knowledge of two or more of the following: Social Listening & Intelligence, SaaS, Marketing, or APIs
  • You are an excellent communicator with strong influencing skills
  • Enjoys working closely with customers to ensure complete satisfaction
  • A self-starter who takes the initiative to get things done
  • You have exemplary written and verbal communication skills coupled with unparalleled follow up skills
  • You’re known for being a “team player”: you work well with internal stakeholders as well as external stakeholders (technical resources, project management teams, customer executives)
  • You are a problem solver, with a high level of intellectual curiosity
  • You see opportunity and growth in learning more about what you do and how it impacts others
  • Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work. 
  • Fluent in English and Japanese 
  • Benefits:

  • 20 days vacation
  • One volunteering day per year
  • Transport allowance
  • Monthly social activities
  • About us:
     
    Talkwalker was named a Leader among the top 10 social listening platforms in The Forrester Wave™: Social Listening Platforms, Q4 2020. This recognition validates everything that we are striving for – happy customers, a powerful and easy-to-use product, groundbreaking AI technology (from visual recognition to Conversation Clusters), and an abundance of clean and accurate social data.

    Our colleagues come from 50+ different countries around the world, with a total headcount of over 400 employees. Being a rapidly-growing organization, our goal is to be 500+ employees by the end of 2021. 

    For more information, please visit our website, or our social media accounts.