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Principal Customer Success Manager - UK/Nordics

London - 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.

Key responsibilities:

  • Own overall relationships with assigned customers, which include: Increasing adoption, ensuring retention, and revenue expansion
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services 
  • Work with our utmost key customers to establish critical goals &  other performance indicators and aid the customer in achieving their goals 
  • Interact at executive level with our clients, pro-actively providing solutions and manage escalations
  • Provide subject matter expertise and guidance on social listening business practices
  • Qualifications:

  • 7+ years experience in a sales, account management or business development role. 2+ years experience in the industry required
  • Excellent written and verbal communication skills. Be detailed oriented and analytical 
  • Experience managing, consulting and negotiating with Enterprise customers
  • Excellent project management skills
  • Experience in a fast-paced working environment and the ability to multi-task and troubleshoot under pressure
  • Passionate about business results and quality, with a strong sense of accountability and ownership
  • Proven ability to collaborate and build strong relationships with C-suite and senior-level executives across corporate functions within the customer from large, global organizations
  • Able to identify growth opportunities within the customer portfolio
  • What we offer:

  • 25 days of vacation 
  • Optional complimentary AXA health insurance  
  • Competitive base salary and opportunity for bonus
  • Internal growth and development programs
  • 1 volunteering day per year
  • 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.