Customer Success Team Lead – DACH Market

Frankfurt - 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 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 the Customer Success DACH team
  • Provide clients with best practice support to the specified market
  • Be an effective and inspiring leader in day-to-day management of the team and through cultivating strong relationships with colleagues, mentoring and developing team members
  • Define priorities for the team in cooperation with other market teams and other departments
  • Responsible for achieving market KPIs, own the relationship with a number of strategic clients
  • Qualifications:

  • 9+ years experience, 3+ years experience in a Customer Success role, 4+ years of management experience
  • Experience of digital/social SaaS technology in a supplier/agency environment
  • Excellent written and verbal communication skills 
  • Passionate about business results and quality, with a strong sense of accountability and ownership
  • 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
  • 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 40+ different countries around the world and we have a total headcount of over 300 employees. Being a rapidly-growing organisation, our goal is to be 400+ employees by the end of 2020. 

    For more information, please visit our website or Instagram.