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 Customer Success Manager to further strengthen our Customer Success team's DACH Market and contribute to the success of our company.
The 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.
Own overall relationships with assigned customers, which include: Increasing adoption, ensuring retention, and delivering satisfactionEstablish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services Work with customers to establish critical goals & other performance indicators and aid the customer in achieving their goals Serve as the internal voice of the customer and advocate for your clients’ needs (services, support, product management, executive alignment) Create and deliver quarterly business reviews at all levels of the organization
2 years of experience in a sales, account management or business development role. Industry experience preferred but not requiredExcellent written and verbal communication skills. Be detailed oriented and analytical Technical competence and understanding of SaaS Experience in a fast-paced working environment and the ability to multi-task and troubleshoot under pressurePassionate about business results and quality, with a strong sense of accountability and ownershipResilience, positivity, energy, strong ability to problem solve and passion to learnYou are fluent in both German and English