Senior Customer Success Manager - DACH

Berlin - 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.

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.

Key Responsibilities:

  • Serve as the main point of contact and manage a defined set of accounts, focused on increasing their adoption and growth
  • Review customer health and flag and address any risks for churn
  • When needed, partner with sales team to drive upsell opportunities
  • Identify happy customers that can be used as references 
  • Provide feedback (from clients and own) on product features, gaps and pricing to Manager
  • Demonstrate deep knowledge of TW products and integrations, while keeping up with industry trends and competitors
  • Work closely with Support team to properly prioritize client requests and escalations
  • Evaluate and analyze customer needs and work with other TW departments to address them
  • Develop strong relationships based on trust and transparency with clients
  • Identify 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 base
  • Gauge customers’ levels of engagement with TW and identity ways to improve penetration
  • Qualifications:

  • Bachelor’s degree in a related field
  • You have 3-7 years of relevant work experience in SaaS customer success, account management, or a strategic consulting organization
  • You have prior success of achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
  • You have prior knowledge of (or willingness to learn) marketing and advertising technology
  • You have comfort with preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
  • You 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 skills
  • Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
  • Enjoys working closely with customers to ensure complete satisfaction
  • A self-starter who takes the initiative to get things done
  • You are fluent in both German and English
  • 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.