Enterprise Customer Success Manager

As a Enterprise Customer Success Manager, you will have an overall responsibility for managing and growing your portfolio of accounts spanning a variety of industries. Your role is to build and maintain healthy relationships within your assigned accounts that enable you to drive strong product adoption, exceed business/campaign objectives and identify and sell-in intelligent commercial solutions, resulting in new and increased subscription revenue, whilst maintaining Brandwatch’s positive reputation. Key to this role is the ability to articulate value, inspire and sell the future of Brandwatch.

What you’ll do:

• Develop a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategy, allowing the full potential of the Brandwatch solution to be realized
• Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
• 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 on an ongoing basis
• Facilitate the development of a community of like-minded Brandwatch customers, routinely sharing best practices and leveraging lessons learned
• 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

What you have:

• 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

Nice to haves:

• 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 working with CRM and/or ticketing systems, such as Gainsight, Salesforce, Zendesk, Zuora, and JIRA

What we offer:

• Holiday - 25 days holiday and 4 Wellness day per year + bank holidays, ability to carry 5 days over each year  to encourage a healthy work-life balance!
• Health cash plan employer paid at level 3. (Option to upgrade plan to level 4,5 or 6 + add family members at employee’s expense); Group life assurance - employer paid
• Sports benefit - gym/sport membership contribution - 50% or up to 25 GBP per month employer contribution
• Cycle to work; Employee discounts platform - through Reward Gateway
• Dental insurance - preference premiums at employee’s cost + option to add family members
• Employee assistance plan (EAP) & Full Calm subscription
• Maternity/parental leave policy & Sabbatical leave policy