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.
We are looking for a Senior Customer Success Manager to further strengthen our Customer Success team's DACH Market and contribute to the success of our company.
The Senior Customer Success Manager is responsible for onboarding new clients successfully, maintaining relationships with existing clients and selling additional services and products. This includes implementing the technical requirements, orchestrating a flawless project launch, communicating the Talkwalker value proposition, identifying new opportunities with the clients organization, and ensuring client`s success and satisfaction in assigned accounts. Additionally, the Customer Success Manager will continuously expand the client’s use of our services and its sophistication and hence contribute to the success of our client.
Serve as the main point of contact and manage a defined set of accounts, focused on increasing their adoption and growthReview customer health and flag and address any risks for churnWhen needed, partner with sales team to drive upsell opportunitiesIdentify happy customers that can be used as references Provide feedback (from clients and own) on product features, gaps and pricing to ManagerDemonstrate deep knowledge of TW products and integrations, while keeping up with industry trends and competitorsWork closely with Support team to properly prioritize client requests and escalationsEvaluate and analyze customer needs and work with other TW departments to address themDevelop strong relationships based on trust and transparency with clientsIdentify product and process gaps and issues and suggest potential solutions Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer baseGauge customers’ levels of engagement with TW and identity ways to improve penetration
Bachelor’s degree in a related fieldYou have 3-7 years of relevant work experience in SaaS customer success, account management, or a strategic consulting organizationYou have prior success of achieving and/or surpassing target renewal, retention & upsell rates on a consistent basisYou have prior knowledge of (or willingness to learn) marketing and advertising technologyYou have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer healthYou have experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides)You have Clear verbal and written communication skillsProactive team player who has fresh ideas when it comes to user adoption and churn mitigationEnjoys working closely with customers to ensure complete satisfactionA self-starter who takes the initiative to get things doneYou are fluent in both German and English