Customer Service Director

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

What we offer:

Competitive salary

Flexible and remote working

Generous parental leave policy

Apple Macbook

Medical, dental, vision, life & disability insurance

401(k) with company match

PTO, Holidays, Floating Holidays, Sick Time, and Community Service Day

Casual work environment with amazing co-workers

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 forwards.

Creative - We value originality and curiosity, and apply both to our work at all levels and in all areas..

If 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.