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Customer Success Director

New York, New York, United States
At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate. 
 
Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow. 
 
Empower your impact at Cision. Be seen, be understood, be you. 

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. 

At the core of our business is the global customer success team. 100+ people around the world, all working towards one mission -- ‘Make Every Customer Successful’. Our mantra is what drives us to ensure that all of Brandwatch’s customers get the very best out of our technology. In the ever changing world of social data, we are constantly called upon to help our customers leverage insights to inform business decisions. We build an understanding of our customer’s businesses, we help them overcome challenges and we seek opportunities to highlight the impact of Brandwatch on the way they do business. 

As a Customer Success Director on the Brand team,  you will have an overall responsibility for managing and growing our biggest, and most strategic accounts within our Brand portfolio. 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: 

  • 5+ 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
  • Experience 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

 

As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.
 
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
 
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
 
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com
 
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process. 

 

 

For Individuals based in New York, Illinois, Colorado, Washington, and California, Cision is required to disclose a salary range for this role. This compensation range is specific to these states, however base pay may vary depending on a range of relevant factors.

New York Pay Range

$105,000 - $115,000 USD

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