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.
Engage with customer teams to help them understand the Talkwalker implementation methodology, understand their goals, timelines, project constraints and ongoing resources for implementing and using Talkwalker and how the platform will fit into their daily workSupport Training Consultants, Solution Architects by providing strategic planning and coordination services to complex use cases and translating these into actionable steps for customersDesign and deliver project (sprint) plans, regular status updates, Issues Logs focused on delivering successful Talkwalker implementation services to meet client needs and exceed expectationsEmpower customer project leads to coordinate their internal resources per the agreed project plan and timelines.Maintain logs of project and technical issues reported by the teams during the implementation process and ensure solutions are found in a timely manner.Facilitate the dissemination of knowledge & expertise across teamsWork in collaboration with Sales, CSM, Marketing, Partner, Support and Product teams internally at Talkwalker
Bachelor’s degree in a related fieldNYC or Remote At least 5 years relevant experience in project management, project coordination and planning or client success professional working with Enterprise/Strategic accountsProduct command and technical knowledge of two or more of the following is preferred: Social Listening & Intelligence, SaaS, Marketing, or APIsYou are an excellent communicator with strong influencing skillsEnjoy working closely with customers to ensure complete satisfactionA self-starter who takes the initiative to get things doneYou have exemplary written and verbal communication skills coupled with unparalleled follow up skillsYou’re known for being a “team player”: you work well with internal stakeholders as well as external stakeholders (technical resources, project management teams, customer executives)You are a problem solver, with a high level of intellectual curiosityYou see opportunity and growth in learning more about what you do and how it impacts othersExcellent project management skills with an emphasis on attention to detail, timelines, and quality of work.