Head of Customer Success – French Market
Luxembourg - Customer Success
We are looking for a Head of Customer Success for our French Market to further strengthen our Customer Success team and contribute to the success of our company.
The Head of Customer Success will be leading a team of expert Customer Success Managers and manage a curated portfolio of strategic clients. He/she will define the market strategy and approach and leading our clients to success. This includes orchestrating a flawless project launch, communicating the Talkwalker value proposition, identifying new opportunities with the client’s organization, and ensuring client`s success and satisfaction. Additionally, the Head of Customer Success will continuously expand the client’s use of our services and its sophistication and hence contribute to the success of our client.
As a pillar of the Customer Success team, you will:
Deliver on team targets and on individual targets, working towards KPIsSupport team members in the set-up and execution of their account plans on their key accountsIdentify and prioritize opportunities, up-sell and expand portfolio of accounts by proactively monitoring your client`evolving business models, reviewing client’s needs and offering adapted solutions, hold regular QBRsOrganise adequate trainings and set soft targets for team membersEnsure adequate distribution of client portfolios across team membersProvide support to Sales, Product and Partner department and Marketing as requiredContribute to CSM operating processes and methodologiesDevelop business objectives and action plans in cooperation with your clients, then execute themLiaise with own clients on the initial on-boarding and use of the Talkwalker to successfully leverage social data in their overall businessNurture the relationship with your clients in order to surpass their expectations and establish long term relationshipsNetwork and attend relevant conferences and trade shows
We are looking for you:
You have at least 5 years of experience in the media monitoring industry, in a communication/PR agency, or a marketing/communications technology companyProven success in leading and developing teamsYou have gained experience in a business development, sales or customer success roleYou have excellent written and verbal communication skills, presenting to large and small audiencesYou have a university degree or an equivalent qualificationYou are fluent in English and FrenchYou have a ''can do'' mentalityWillingness to travelYou know how to demonstrate ability to coach and develop team members, identify their strengths and put them to good use
Talkwalker is a listening and analytics company that empowers over 1,000 brands and agencies to optimize the impact of their communication efforts. The company provides businesses with an easy-to- use platform to protect, measure and promote their brands worldwide, across all communication channels. Talkwalker’s state-of- the-art social media analytics platform monitors and analyzes online conversations on social networks, news websites, blogs and forums in 187 languages. The company is headquartered in Luxembourg and has offices in New York City, San Francisco, and Frankfurt. For more information, please visit www.talkwalker.com.