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Customer Success Director

Albuquerque, New Mexico, 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. 

A Brandwatch Customer Success Director owns the relationships with our biggest, most strategic clients, supporting them as they use Brandwatch’s product suite to make key decisions across their organisations.

The mission of the Customer Success team is to build our understanding of our clients’ businesses, to help them overcome strategic challenges, ensure they fully adopt the technology, and to seek opportunities to highlight the impact of Brandwatch on the way they do business.

As we continue to expand our global team, we are hiring a Customer Success Director, to be based in the US.

What You'll Do 

  • You will own the overall relationship and retention of your book of strategic customers, establishing a trusted advisor relationship and ensuring customers get optimal value from our products and services.

  • This means working closely with clients to ensure they are equipped to adopt Brandwatch technologies, as well as ensuring their investment helps them achieve their business goals.

  • You will build strong relationships with your main points of contact, aiming to build active Brandwatch champions and executive sponsors within each account. Your clients will see you as a trusted advisor.

  • You will document client feedback and product requests, advocating for them internally to ensure our product road map is developed in line with the needs of our customers.

  • You will be working with clients to establish strategic plans, goals and other key performance indicators and support the customer in achieving their goals.

  • You will conduct regular account analysis and planning to identify and mitigate any customer health risks and similarly identify and achieve growth opportunities

  • By achieving the goals above, you will be able to nurture customer advocacy and co-marketing opportunities that benefit the client’s organisation as well as ours.
What You'll Bring 
  • Prior experience as a Senior Customer Success Manager/Director, Account Management/Director or equivalent role
  • Proven track record of delivery in a Customer Success environment with a focus on increasing customer satisfaction, adoption, and retention
  • Proven ability to develop executive relationships at strategic level
    Proven track record of developing and executing strategic account plans
  • Familiarity working global strategic enterprise clients across multiple teams and regions
  • Proven ability to drive continuous value of a SaaS product suite
  • Impeccable written and verbal communication skills, and be detail oriented and analytical
  • Experience working with digital marketing or social media at a SaaS vendor
  • A proactive approach to your work schedule with the ability to work autonomously

Icing on the cake:

  • Experience working with or for a social media monitoring provider
  • Demonstrable knowledge of marketing & data analytics principles and best practices
  • Experience working with CRM, such as Salesforce, Gainsight
  • Ability to speak a second language, ideally French, Spanish or German
  • Success will be measured on:
    • Gross retention of your customer base
    • Net growth of your customer base
    • Your clients’ satisfaction levels
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. 

 

 

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