Customer Success Manager

• Develop a trusted advisor relationship with customer executive sponsors
• Establish and oversee the customer's adoption, training, and development of best practices
• Manage account renewals for your customer base, collaborating with account managers on quarterly business reviews, retention strategy and upsell initiatives
• Identify opportunities for expanded use of the platform and integration into the accounts’ business processes
• Identify and escalate key customer product related requirements and manage customer expectations
• Facilitate the development of a community of like-minded Brandwatch customers
• Update CRM and billing system records for customer accounts and opportunities
• Enable and assist product support to best address customer’s technical issues
• Serve as a coach and trusted advisor to Brandwatch customers

• 1-3 years relevant work experience in a customer facing role
• Excellent customer facing presentation, written, and oral communication skills
• Advanced understanding of social media networks and social monitoring tools
• Familiarity working with global customers across multiple teams and regions
• Proven track record of developing and executing strategic account plans
• Proven ability to develop executive champions at a strategic level
• The ability to multi-task and troubleshoot under pressure
• An ability to be astute, strategic, intelligent, and insightful
• Drive to work autonomously and proactively
• Experience working with (or for) a social media monitoring provider
• Demonstrable knowledge of marketing principles and best practices
• Familiarity with Boolean logic and data analytics
• Experience with Social Media Management
• Speak fluent English and Mandarin
• Experience working with market in China
• Experience working in a fast paced Saas environment
• Experience working with CRM and/or ticketing systems, such as Gainsight, Salesforce, Zendesk, Zuora, and JIRA

A plus if more languages

• Buddy setup to help you onboard and beyond
• A competitive compensation package
• A place in a high performing team at a growth-driven company
• An open, informal, diverse and multinational working environment
• 25 days of PTO per year
• 1 Wellness Day per quarter on top of your holiday allowance
• Full Headspace subscription
• 24/7 Employee Assistance program
• Hybrid working model