Customer Success Principal

San Francisco - 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

  • 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
  •  Partner with sales team to build detailed account plans that identify opportunities and gaps
  • Identify and drive upsell and cross-sell opportunities
  • 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 and turn customers into TW advocates
  • 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
  • San Francisco or Remote
  • You have 7+ years of relevant work experience in a Senior SaaS customer success, account management, or a strategic consulting organization
  • You have prior success of surpassing target renewal, retention & upsell rates on a consistent basis
  • You have prior knowledge of (or willingness to learn) marketing and advertising technology
  • Strong customer advocacy with the ability and willingness to engage directly with customers and build relationships with C-level and VP level contacts
  • Strong strategic vision for the customer experience, professional services, and customer support, combined with a Product and Sales mindset
  • 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
  • Unafraid to roll-up sleeves, get it done and "lead from the front”
  • Genuine interest in helping others and helping other people succeed, and a passion for growing and coaching team members, with an eye on employee experience and engagement
  • Exceptional drive for developing new operational processes and projects and ability to fulfill operational roles

  • 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.