Customer Success Enablement Specialist

Luxembourg - Enablement

To the reader's attention: This role can be based physically in Luxembourg or remotely in France, Germany, Italy or the United Kingdom.

The role of the Customer Success Enablement Specialist is to prepare and continually develop all new and existing Customer Success teams globally, by delivering global world-class enablement, training and development across all the professional skills required in the role.

It is the Customer Success Enablement team’s goal to ensure that the Customer Success Team has the necessary skills to meet their objectives of monitoring and improving Customer Health, increasing Customer Retention and Expanding Customer’s use of the Talkwalker platform. A key component is continuously evolving and improving the program to adapt to the changing market and demands of the Customer Success position, which requires a combination of product, selling, account management and softer skills.

Our Customer Success Managers must also be extensively guided and trained in the Value Selling methodology, Talkwalker’s best practices, interpersonal and business skills in order to become the top technology customer success managers in the industry, able to deliver unparalleled value to our clients.

Talkwalker is an online and social data analytics software company specialized in listening, analytics and reporting that empowers over 2,000 brands analyzing online conversations on social networks in 187 languages. The company is extremely international with their headquarters based in the city center of Luxembourg and has additional offices in New York City, San Francisco, Frankfurt, Singapore, Paris, London, Tokyo and Milan.

Key Responsibilities:

  • In charge of new Customer Success Managers Preparedness (onboarding)
  • Set milestones to measure effectiveness of new talents
  • Help our Customer success reps to adopt new technologies, releases and stay up to date with organizational changes
  • Responsible for centralizing best practices and knowledge under the Customer Success Playbook.
  • Collaborate cross-functionally to extend the reach and capability of the Customer Success Enablement team
  • Coach Customer Success Managers to drive consistency and client retention
  • Drive ongoing and development curriculums to retain talents
  • Travel to our different office locations to deliver in person training (when travelling is permitted)
  • Identify gaps in skills and collaborate with management to address them through training, documentation or process improvement.
  • Identify efficiency and productivity opportunities
  • Qualifications:

  • Minimum 5 years of experience in Customer Success Management Roles
  • Minimum 3 years in Technology/ SaaS (PR, Marketing or Consumer Research industry is a plus)
  • You have a strong drive, enjoy working and helping people, thinking outside the box and simply get things done.
  • Exhibits sound business judgment, a proven ability to influence others, strong analytical skills, and a proven record of accomplishment of taking ownership, leading data backed analyses, and influencing results
  • Strong business acumen including experience working in a B2B environment
  • Strong executive presence
  • You have a University degree or equivalent experience
  • You are fluent in English. Any other language is a plus
  • What we offer:

  • Work visa
  • Optional health insurance
  • Lunch vouchers
  • Ski trip, summer barbecue, Christmas party
  • Monthly company lunches & after work
  • Monthly sport & 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.