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.
As a Project Manager you will be responsible for planning, overseeing and coordinating implementation services and advanced use-case solutions as part of the Professional Services Team. You may be called upon to project manage 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.
Your focus will be to own complex implementations (including integrations) of Talkwalker’s solutions. You will work alongside and partner with Training Consultants, Solution Architects and Customer Success Managers and be responsible for planning and coordinating projects, from scoping client’s requirement gathering workshops to full delivery and project closing and handover activities, ultimately driving them to realize a fast time-to-value from their investment in Talkwalker as efficiently as possible.
In addition, you will support Customer Success teams in internal projects where required and ensure proper good project governance and full documentation and skills transfer where appropriate.
This is an opportunity to bring your experience as project management expert, business analyst and client success professional along with a high level of technical competence, curiosity and focus.
Engage with customer teams to help them understand the Talkwalker implementation methodology, understand their goals, timelines, project constraints and ongoing resources for implementing and using Talkwalker and how the platform will fit into their daily workSupport Training Consultants, Solution Architects by providing strategic planning and coordination services to complex use cases and translating these into actionable steps for customersDesign and deliver project (sprint) plans, regular status updates, Issues Logs focused on delivering successful Talkwalker implementation services to meet client needs and exceed expectationsEmpower customer project leads to coordinate their internal resources per the agreed project plan and timelinesMaintain logs of project and technical issues reported by the teams during the implementation process and ensure solutions are found in a timely mannerFacilitate the dissemination of knowledge & expertise across teamsWork in collaboration with Sales, CSM, Marketing, Partner, Support and Product teams internally at Talkwalker
3-5 years relevant experience in project management, project coordination and planning or client success professional working with Enterprise/Strategic accountsYou have strong product command and technical knowledge of two or more of the following: Social Listening & Intelligence, SaaS, Marketing, or APIsYou are an excellent communicator with strong influencing skillsEnjoy working closely with customers to ensure complete satisfactionA self-starter who takes the initiative to get things doneYou have exemplary written and verbal communication skills coupled with unparalleled follow up skillsYou’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 curiosityYou see opportunity and growth in learning more about what you do and how it impacts othersExcellent project management skills with an emphasis on attention to detail, timelines, and quality of work