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Senior Manager, Customer Success Operations

US - 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.

At Talkwalker, we are looking for a Senior Manager to join our fast paced and impactful team. The Senior Manager, Customer Success Operations will provide project management support and operational discipline on strategic initiatives and critical business processes for the Global Customer Success organization. This is a high profile and demanding role that requires a combination of keen analytical and cogent communication skills. The ideal candidate will have experience in Customer Success or Sales Operations, complex project management, delivering cross-functionally efforts and experience working directly with Customer Success Managers. You will report into our Chief Operations Officer.

Key responsibilities:

  • Serve as a trusted business partner to the Customer and Operations Leadership Team (COO & CCO) by defining, tracking, and implementing business objectives, initiatives, strategies, tactics, and processes that scale
  • Streamline processes especially those critical to cross-functional GTM execution and P&L
  • Management
  • Stand up cross-functional, regional and/or product-specific processes and initiatives to drive operational effectiveness, productivity, customer health and retention and enable revenue generation.
  • Design and ensure implementation of people, process, tool, and system changes to ensure successful execution of evolving strategic and operational plans
  • Identify operational inefficiencies and challenges, determine solutions
  • Provide project management support and drive initiatives with a structured project delivery framework
  • Support strategic planning, account planning and go-to-market processes and ensure delivery of forward-looking business plans that tie vision and strategy to financial outcomes.
  • Partner with business leadership across the organization to ensure projects and initiatives deliver well defined business outcomes
  • Leverage technology solutions, system enhancements, automation, and process reengineering to streamline and improve operational efficiency
  • Understand the business, ask tough questions, and ensure that initiatives maintain a strategic focus
  • You have a proven ability to decompose complex opportunities and problems into well-defined projects
  • You have demonstrated leadership and vision in managing major cross-functional projects or initiatives that engage multiple senior business partners

  • Qualifications:

  • 7+ years of customer support operations and strategy experience (strategy consulting, business operations, Enterprise SaaS experience a plus)
  • Strong analytical skills and discernment. Ability and passion to analyze, set priorities, and tackle sophisticated business problems
  • Effective, clear, and concise communication skills, verbal and written. Propensity to synthesize sophisticated concepts and data and present clear information to executives, cross-functional teams, and internal customers
  • Data specialist: Querying and scoping (SQL, BigQuery), analysis (Excel), summarizing (pivot tables, charts, slides, written explanation), reporting (dashboards, repositories)
  • Proficient in BI and sales tools (Salesforce, Gainsight, Tableau)
  • Self-starter driven by results with the ability to multitask. Strong initiative and ability to work in a self-directed environment with a “can do” demeanor and growth mentality.
  • Enjoys organization and process improvement with an eye for detail. Comfortable working in a fast-paced environment while dealing with ambiguity
  • Exceptional interpersonal and influence skills. Experience driving cross-functional projects end-to-end. Ability to negotiate priorities across organizations at all levels
  • An appetite for customer service, patience, and resourcefulness
  • What we offer:
     
             Competitive base salary + bonus
             100% medical, dental and vision plan coverage for employees
             Paid vacation and sick days
             Summer Friday program
             FSA, HAS, Pre-tax commuter benefits
             Wellness reimbursement for gym memberships
             Phone stipend
             401k plan matching program
             Paid family leave
             Volunteer day
     

    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.