Customer Onboarding Team Lead

Luxembourg - Customer Success - Onboarding

As part of the Customer Success Team, the mission of the Customer Onboarding Team is to ensure that every customer is able to utilize our products independently and become an expert, leading to high client adoption.
The Customer Onboarding Team’s goal is to successfully onboard new clients as well as to provide ongoing training to existing clients. Continuous training and learning journey are vital for our customers’ and our joint success.
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. Empathy, educational and adaptation skills are at the heart of this role

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, and Paris.

Key Responsibilities:

  • Lead a team of Customer Onboarding Managers dedicated to supporting the specified market
  • Provide effective and inspiring leadership and day-to-day management of the team by cultivating strong relationships with colleagues, mentoring and developing team members
  • Act as an escalation point for internal and external stakeholders
  • Work closely with VP of Global Customer Success to define and implement team and market strategy
  • Responsible for achieving team KPI’s
  • Possess a high level of project management skills in order to communicate effectively with strategic clients and train different teams in different geographies.
  • Liaise with the CSM and Sales  teams to make sure the training needs of the client are understood and the success of the training is assured.
  • Being continuously up to date on product enhancements and new features and able to act as an expert on Talkwalker products.
  • Kick start the relationship with our clients in order to surpass their expectations and establish a smooth handover to CSM for client management.
  • Qualifications:

  • 7+ years of experience in client facing roles such as training, account management, customer service.
  • Experience in people management
  • Experience of digital/social SaaS technology in a supplier/agency environment
  • Excellent written and verbal communication skills
  • Ability to influence and collaborate at all levels and across all functions of the organization
  • Resilience, positivity, energy, thought-leadership, strong ability to problem solve and passion to learn
  • You are fluent in English and possess business fluency in a second language (French, German, Italian or Spanish)
  • What we offer:

  • Work visa
  • Optional health insurance
  • Lunch vouchers
  • Ski trip, summer barbecue, Christmas party
  • Monthly company lunches & afterworks
  • Monthly sport & social activities

  • About us:
    We have been recognized by the Forrester Wave Social Listening Report as a Strong Performer. For us, it validates everything that we are striving for – happy customers, super-powerful product, groundbreaking AI technology, and an abundance of clean and accurate social data.

    Our colleagues are coming from 35+ different countries around the world and we have a total headcount of over 250 employees. Being a rapidly-growing organisation, our goal is to be 500+ employees by the end of 2020. 

    For more information, please visit our website or Instagram