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.
Own and deliver a comprehensive and impactful onboarding experience & training for new Talkwalker customers, partnering with CSMs throughout the processSupport and follow the overall Professional Services team processes and vision to be operationally efficient and ensure the quality of work with Talkwalker customers Act as training consultants during onboarding to deliver training for customers based on their needsDirectly help Talkwalker customers get oriented to the platform and excited about the journey ahead by ensuring their success from Day 1Assess what Talkwalker customers need to be completely comfortable using the platformAct as an internal resource for all things related to training & enablement for the Talkwalker suite of productsIdentify areas for improvement in the customer experience both in our product and processesServe as a resource for the Professional Services team and assist with ramping up new hires on product use cases & knowledgeContribute to the design and build of reusable training pathways that will enhance customer readiness and ability to quickly get value & business outcomes from the Talkwalker platformMaintain in-depth knowledge of Talkwalker products, customers, and processesContribute to the overall project delivery of large and complex implementationsBe a product and training expert on the Talkwalker platform - based on new and existing features being able to communicate the business value to customersSupport kick start and educational services workshops for clients (remote or onsite)Help support checks on data and setups for all projects prior to trainingAct as a digital storyteller communicating the value of Talkwalker products based on company positioning and insights derived from the data during trainingsWork in collaboration with Sales, CSM, Marketing, Partner and Product teamsIdentify opportunities to improve feedback loops between our customers and Talkwalker teams to enable continuous improvement Report directly into the Regional Director, Professional Services (PSD)
Bachelors’ degree in related fieldNew York City or RemoteYou have at least 3-5 years of relevant work experience in SaaS training/implementation, customer success, account management, or a strategic consulting organizationYou are fluent in Portuguese and EnglishYou have prior knowledge of (or willingness to learn about) marketing and advertising technologyYou enjoy working closely with customers to ensure complete satisfactionA self-starter who takes the initiative to get things doneExcellent verbal and written communication skills; Strong analytical skills and technical capabilitiesYou can take complex concepts and break them down into relevant, digestible pieces that someone with little to no background can understand A helper by nature, you’re looking for ways to make things run smoothly and optimized for ease and effectiveness You love being an expert and seek out new ways to be an expert Ability to independently create high-quality trainings and content including presentations, decks, and videos Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work Be well organized and able to build strong personal relationships and connections quickly
What we offer:
Competitive base salary + bonus100% Medical, Dental and Vision Plan coverage for employeesPaid Vacation and Sick DaysSummer Friday Program FSA, HSA, Pre-tax commuter benefitsWellness reimbursement for gym membershipsPhone Stipend401(k) PlanPaid Family Leave1 Volunteering Day Per Year