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Bilingual Customer Success Manager

Brandwatch is the world’s premier social suite, empowering over 7,500 of the world’s most admired companies to understand and engage with customers at the speed of social. Combining pioneering, AI-enriched digital consumer intelligence with industry-leading social media management tools, Brandwatch offers a complementary suite of specialized, best-in-class products and services that support intelligently connected workflows. With Brandwatch, brands and agencies can adapt and thrive in today’s fast moving digital world by making smarter decisions and executing data-driven social strategies at every customer touchpoint.Operating and serving clients the world over, Brandwatch has 15 offices across the globe and more than 1,000 employees worldwide. Brandwatch is a Cision Company.As a Customer Success Manager for the North America SMB team, you are focused on securing healthy long-term adoption among your assigned portfolio of customers through training, follow ups and additional check-ins. This team is specifically focused on the Social Media Management product offering within the Brandwatch suite, not Consumer Intelligence. You should be a driven, customer-centric, team player who loves leveraging your versatility and critical thinking aptitudes to develop relationships and deliver results for our customers. Key performance indicators for this role will be customer renewal and growth. As a result of these metrics you will need to be commercially focused with an eye for long-term opportunities. Portfolio management will be key to success in this role, so you will need to have a very structured approach to prioritization. Are you the right person for the role?\nWhat you’ll do: Serve as the primary point of contact for the customer during and post-implementation of Brandwatch’s Social Media Management suiteDevelop a trusted advisor relationship with customer stakeholders to drive product adoptionEducate customers on how to leverage features and new releasesUnderstand the customer needs and link them to workflows in our productsConduct periodic customer health-checks to understand behavior and proactively address inactivity and/or missed opportunitiesHelp strategize with the customer at key stages of the lifecycle on how to optimize their use of the product, ensuring ROIPartner with internal Brandwatch stakeholders (account managers and strategists) to align account activities with the customer's business case and strategyIdentify renewal risk and collaborate with internal teams to alleviate blockers and ensure a successful renewalHelp develop a communication model that is scalableWhat you have:English and French to a native fluency level1-2 years of experience in a similar positionCustomer-centric mindset with a passion to help customersExcellent problem-solving skills and good technical knowledgeDigital Marketing industry knowledge to deliver valuable adviceSolid organizational skills like project management and milestone completionComfortable with working towards set targets e.g. goal-driven and accountableThe drive to steer customers to succeed with a data-driven approachCommercially focused to spot growth opportunitiesComfortable working with, and meeting, KPI’s for a commercial roleWhat we offer:At Brandwatch, we offer flexible and remote working, a competitive benefits package, an extensive people development program, including LinkedIn Learning for every employee and in-house courses such as our Brandwatch Leadership Development program, and community-focused groups, such as our Diversity & Inclusion and Green committees.Our Values:Authentic - We value openness and integrity, and strive for both between our colleagues and customers.Bold - We value fearlessness and conviction, and encourage our employees to push the company forward.Creative - We value originality and curiosity, and apply both to our work at all levels and in all areas.\nIf you’ve found our job opportunity interesting but you don’t meet all of the requirements, it’s still worth applying. We’d love to hear from you!Brandwatch is a globally distributed organization. However, we can’t provide any legal sponsorship to attain a work visa or permit in your country of residence, nor in any of the countries where we operate. We strongly advise you to seek legal counsel to ensure your residential status is fully legal before you apply. Any offer of employment we make you will be conditional upon you having the right to work in your hiring location and Brandwatch will verify this as part of the onboarding process.To all recruitment agencies: Brandwatch does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias or Brandwatch employees. Brandwatch is not responsible for any fees related to unsolicited resumes.

Job Type
Full Time
Salary
N/A
Experience
N/A
Posted
5 days ago

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