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 an online and social data analytics software company specialized in listening, analytics and reporting that empowers over 2,000 brands analyzing online conversations on social networks in 187 languages. The company is extremely international with headquarters based in the city center of Luxembourg and has additional offices in New York City, San Francisco, Frankfurt, Singapore, Tokyo and Paris.
We are looking for a Senior Customer Success Manager to further strengthen our Customer Success team 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 Senior 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.
Develop business objectives and action plans in cooperation with your clients, then execute themLiaise with your clients on the initial on-boarding and use of the Talkwalker to successfully leverage social data in their overall businessUp-sell and expand portfolio of accounts by proactively monitoring your client`s evolving business models, reviewing client’s needs and offering adapted solutionsNurture the relationship with your clients in order to surpass their expectations and establish long term relationshipsNetwork and attend relevant conferences and trade showsParticipate in our overall service and sales strategy
You have 4+ years of experience in the media monitoring industry, in a communication/PR agency, or a marketing/communications technology companyYou have gained experience in a business development, sales or customer success roleYou have excellent written and verbal communication skills, presenting to large and small audiencesYou have a university degree or an equivalent qualificationYou are fluent in English and Italian, any other European languages are considered as advantagesYou have a ''can do'' mentality
What we offer:
Work visaOptional health insuranceLunch vouchersSki trip, summer barbecue, Christmas partyMonthly company lunches & afterworkMonthly sport & social activities