Professional Services Director

Singapore - 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 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.

Director, Professional Services (PSD), you will oversee the delivery of services to Talkwalkers clients within a Region and lead the Regional Professional Services Team to adhere to internal processes designed to ensure a consistent, high-quality delivery of services. The PSD manages a team, is responsible for and evaluates client feedback and ultimately makes recommendations related to process improvements and employee development.

The goal of maintaining a uniform set of processes is to ensure each client experiences a consistent and remarkable client journey. To accomplish this goal, the PSD has general oversight of employees involved in engagements (paid and FOC) in supporting clients to realize value from their Talkwalker investment. The PSD is responsible for any escalations from the team or employee-specific performance issues and also to escalate client issues to the VP, Customer Success and employee issues to the VP, Professional Services if appropriate. Ultimately, the PSD holds all Professional Services employees accountable for carrying out the required processes and tasks.

Key responsibilities:

  • Accountable for the successful completion of Professional Services activities for Talkwalker clients
  • Performs and evaluates internal quality assurance reviews related to service, client management, and employee-specific performance
  • Initiates, collects and evaluates client satisfaction and feedback related to the Professional Services team
  • Ensures clients receive the intended value and benefits of services provided
  • Ensures team approach supports Talkwalker’s financial strategies and targets, including the team’s utilization targets.
  • Understands Talkwalker’s technology, product offerings and industries served
  • Understands client use cases and objectives ensuring alignment with the Talkwalker solution to drive desired business results
  • Builds trust with clients and maintains client relationships
  • Identifies, assesses and solves complex business problems
  • Handles challenging client situations and provides guidance and direction to the Professional Services team
  • Actively participates in the ongoing improvement of the Talkwalker product suite and the services implementation methodology to build and share repeatable processes and high-quality deliverables to increase efficiencies and reduce costs
  • Provides cross-functional support (e.g., Marketing, Sales, Product Development, Finance, Operations etc.) to ensure appropriate and timely actions are taken to address both internal and client-specific needs
  • Fosters and promotes innovative thinking and collaboration across teams
  • Mentors team members, helping them to develop skills and capabilities in support of their professional growth
  • Supports estimation and sales process of Professional Services as needed
  • Leads and contributes to Professional Services initiatives as needed
  • Qualifications:

  • 10+ years of consulting experience with a background in Project Management and Solutions Delivery in a SaaS-based environment
  • 3+ years of manager responsibility in a SaaS-based Professional Services Organization
  • Ability to quickly integrate into Talkwalker organization and demonstrate a true passion for working with clients
  • Ability to maintain a client focus and react quickly to problems while working in a fast-paced and dynamic environment
  • Ability to manage expectations and requirements of internal and external stakeholders while performing day to day activities via local and virtual channels
  • Demonstrated experience managing the expectations of high profile clients while building a reputation of trust
  • Strong strategic vision for the customer experience, professional services, and customer support, combined with a Product and Sales mindset
  • Ability to interact and perform in a cross-functional team environment while remaining sensitive to the varying cultures of both internal and external organizations
  • Ability to effectively cope with change and maintain high levels of performance while mitigating risk and addressing areas of uncertainty
  • Proven analytical and problem-solving abilities with strong attention to detail
  • Excellent written and oral communication and interpersonal skills
  • Ability to present ideas in a manner appropriate for the intended audience (technical and/or business) both in-person and over virtual communication
  • Experience in the areas of financial reporting, business intelligence and key performance metrics
  • What we offer:

  • 20 days of vacation
  • International health insurance
  • Competitive base salary and opportunity for bonus
  • Internal growth and development programs
  • Company events such as social activities
  • 1 volunteering day per year
  • 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.