Customer Success Internship
Paris - Customer Success
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 of 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 upselling and cross-selling. This is accomplished by understanding the client's industry and business needs and helping them use the Talkwalker software to execute their evolving business strategies.
Talkwalker is a leading consumer intelligence company with over 2,500 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 actionable consumer insights. We are extremely international, with headquarters in Luxembourg and offices in New York City, San Francisco, Frankfurt, Paris, Singapore, Tokyo, Milan, and London.
Key responsibilities:
Assist in onboarding new customers and provide ongoing support to ensure customer success;Communicate effectively with customers through various channels, such as email, phone, and chat, to resolve their issues and answer their questions;Gather customer feedback and provide suggestions for improvements to the product or service;Collaborate with cross-functional teams, such as sales and product development, to ensure customer satisfaction;Help create and maintain customer success documentation, including knowledge base articles and training materials;Track and analyze customer success metrics to identify trends and areas for improvement;Participate in customer success-related projects and initiatives.
Must-have:
Mandarin and English language skills;Currently enrolled in a bachelor's or master's degree program in a relevant field, such as business, marketing, or communications;Strong written and verbal communication skills;Excellent problem-solving and critical-thinking skills;Detail-oriented with the ability to multitask and prioritize in a fast-paced environment;Familiarity with customer relationship management (CRM) software, such as Salesforce or HubSpot.
Nice-to-have:
Previous experience in customer success or a related field;Knowledge of customer success best practices and industry trends;Familiarity with project management tools, such as Asana or Trello;Experience with data analysis and visualization tools, such as Excel or Tableau;Familiarity with social media management and monitoring tools, such as Hootsuite or Sprout Social.
If you don't correspond 100% to this description, apply anyway! We want to hear from you :)
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About us:
Talkwalker is the #1 consumer intelligence company and is dedicated to helping brands close the gap between brand and consumer. Recognized by Forrester as a Leader in Consumer Intelligence and Social Listening, Talkwalker brings together market-leading social analytics and AI technology, with unstructured data expertise, and a global team of insights analysts and data storytellers.
Talkwalker enables brands to put consumers at the heart of their decision-making, empowering them to embrace smarter innovation, create more successful campaigns, and provide enhanced customer experiences. With teams around the world, Talkwalker helps over 2,500 global brands to be consumer close, and accelerate their brand growth.
Talkwalker is committed to bringing together a diverse workforce that we believe will enrich our workplace. We aim to provide employees with a safe and welcoming work environment, free of discrimination and harassment. As an equal opportunity employer, we prohibit any unlawful discrimination against a job applicant on the basis of their race, religion, gender, sexual orientation, nationality, family or parental status, disability, age, veteran status, or any other status protected by the laws or regulations in the locations where we operate.
