Qriously
Overview
Customer Success Director – Brandwatch, a Brand within Cision. Location: Chicago, Illinois, 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. 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. Cision comprises Brandwatch and other platforms that help brands adapt and thrive in today\'s fast-moving digital world. As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands identify, connect and engage with customers and stakeholders to drive business results. This role sits within Brandwatch, which has 15 offices worldwide and is a part of the Cision family. What You’ll Do
Develop a trusted advisor relationship with customer executive sponsors, ensuring activities align with the customer\'s business case and strategy to realize the full potential of the Brandwatch solution Oversee adoption, training and development of best practices to continually drive incremental value and return on investment Manage renewals for your customer base, collaborate 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 requirements and manage expectations on an ongoing basis Facilitate development of a community of Brandwatch customers, sharing best practices and lessons learned Update CRM and billing records for customer accounts and opportunities Enable and assist product support to address customer\'s technical issues Serve as a coach and trusted advisor to Brandwatch customers What You Have
5+ years of 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 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 Additional Information
Cision is committed to fostering an inclusive environment and is an equal opportunity employer. We provide accommodations as required by law and invite applicants from all backgrounds to apply. For more information about Cision\'s diversity and inclusion statements, salary disclosures, and privacy practices, please review our candidate data privacy information on the official careers site.
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Customer Success Director – Brandwatch, a Brand within Cision. Location: Chicago, Illinois, 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. 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. Cision comprises Brandwatch and other platforms that help brands adapt and thrive in today\'s fast-moving digital world. As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands identify, connect and engage with customers and stakeholders to drive business results. This role sits within Brandwatch, which has 15 offices worldwide and is a part of the Cision family. What You’ll Do
Develop a trusted advisor relationship with customer executive sponsors, ensuring activities align with the customer\'s business case and strategy to realize the full potential of the Brandwatch solution Oversee adoption, training and development of best practices to continually drive incremental value and return on investment Manage renewals for your customer base, collaborate 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 requirements and manage expectations on an ongoing basis Facilitate development of a community of Brandwatch customers, sharing best practices and lessons learned Update CRM and billing records for customer accounts and opportunities Enable and assist product support to address customer\'s technical issues Serve as a coach and trusted advisor to Brandwatch customers What You Have
5+ years of 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 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 Additional Information
Cision is committed to fostering an inclusive environment and is an equal opportunity employer. We provide accommodations as required by law and invite applicants from all backgrounds to apply. For more information about Cision\'s diversity and inclusion statements, salary disclosures, and privacy practices, please review our candidate data privacy information on the official careers site.
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