Brandwatch ES
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Customer Success Director
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Brandwatch ES 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. 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. Brandwatch combines AI-enriched digital consumer intelligence with industry-leading social media management tools to support intelligently connected workflows. 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 drives us to ensure that all Brandwatch customers get the best out of our technology. What You’ll Do
Develop a trusted advisor relationship with customer executive sponsors, aligning activities with the customer’s business case and strategy to realize full value from the Brandwatch solution Establish and oversee adoption, training, and best-practice development to continually drive incremental value and return on investment Manage account renewals, collaborate 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 Foster a community of Brandwatch customers, sharing best practices and lessons learned Update CRM and billing system records for customer accounts and opportunities Enable and assist product support to address customer 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 Ability to multi-task and troubleshoot under pressure Astute, strategic, intelligent, and insightful mindset Drive to work autonomously and proactively Nice To Have
Experience with a social media monitoring provider Knowledge of marketing principles and best practices Familiarity with Boolean logic and data analytics Experience with CRM or ticketing systems (Gainsight, Salesforce, Zendesk, Zuora, JIRA) Brandwatch is committed to fostering an inclusive environment. We are an equal opportunity employer and welcome applicants of all backgrounds. Reasonable accommodations are available on request for applicants taking part in all aspects of the selection process.
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Customer Success Director
role at
Brandwatch ES 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. 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. Brandwatch combines AI-enriched digital consumer intelligence with industry-leading social media management tools to support intelligently connected workflows. 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 drives us to ensure that all Brandwatch customers get the best out of our technology. What You’ll Do
Develop a trusted advisor relationship with customer executive sponsors, aligning activities with the customer’s business case and strategy to realize full value from the Brandwatch solution Establish and oversee adoption, training, and best-practice development to continually drive incremental value and return on investment Manage account renewals, collaborate 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 Foster a community of Brandwatch customers, sharing best practices and lessons learned Update CRM and billing system records for customer accounts and opportunities Enable and assist product support to address customer 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 Ability to multi-task and troubleshoot under pressure Astute, strategic, intelligent, and insightful mindset Drive to work autonomously and proactively Nice To Have
Experience with a social media monitoring provider Knowledge of marketing principles and best practices Familiarity with Boolean logic and data analytics Experience with CRM or ticketing systems (Gainsight, Salesforce, Zendesk, Zuora, JIRA) Brandwatch is committed to fostering an inclusive environment. We are an equal opportunity employer and welcome applicants of all backgrounds. Reasonable accommodations are available on request for applicants taking part in all aspects of the selection process.
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