The Customer Success team is the face and voice of Talkwalker - reflecting the company's core values in their continuous collaboration with clients. The CSM’s goal is to consult the client from its first steps in the onboarding process, to provide advice and help clients to optimize their business strategies and ROI with Talkwalker.

The CSM's main responsibilities include ensuring high client retention and increasing revenue with clients through upsell and cross-sell. This is accomplished by understanding the client's industry and use cases, being proactive in our approach to clients and providing competitive advantage through stellar client satisfaction.

Talkwalker is an online and social data analytics software company specialized in listening, analytics and reporting that empowers over 2,000 brands analysing online conversations on social networks in 187 languages. The company is extremely international with their headquarters based in the city centre of Luxembourg and has additional offices in New York City, San Francisco, Frankfurt, Singapore and Paris.

Customer Success Manager

New York, New York

We are looking for a US - Customer Success Manager to further strengthen our Customer Success Team and contribute to the success of our company.

The US - Customer Success Manager is responsible for onboarding new clients successfully, maintaining relationships with existing clients and selling additional services and products. This includes implementing the technical requirements, orchestrating a flawless project launch, communicating the Talkwalker value proposition, identifying new opportunities with the clients organization, and ensuring client`s success and satisfaction in assigned accounts. Additionally, the Customer Success Manager will continuously expand the client’s use of our services and its sophistication and hence contribute to the success of our client.

As a key member of the Customer Success Team, you will:

• Develop business objectives and action plans in cooperation with your clients
• Liaise with your clients on the initial on-boarding and use of the Talkwalker to successfully leverage social data in their overall business
• Up-sell and expand portfolio of accounts by proactively monitoring your client`evolving business models, reviewing client’s needs and offering adapted solutions
• Nurture the relationship with your clients in order to surpass their expectations and establish long term relationships
• Network and attend relevant conferences and tradeshows
• Participate in our overall service and sales strategy

We are looking for you:

• You have 2+ years’ experience in the media monitoring industry, in a communication/PR agency, or a marketing/communications technology company
• You have gained experience in a business development, sales or customer success role
• You have excellent written and verbal communication skills, presenting to large and small audiences
• You have a university degree or an equivalent qualification
• You are fluent in English, though fluency in Spanish and/or Portuguese is a major plus

Benefits:

• Competitive base salary
• Healthcare benefits plan (Medical/Dental/Vision)
• 401k plan
• Paid vacation days (including 11 U.S. Holidays)
• Paid Maternity, Paternity, Adoption Leave
• Corporate Outings
• Summer Friday Program

About us:

We have been recognized by the Forrester Wave Social Listening Report as a Strong Performer. For us, it validates everything that we are striving for – happy customers, super-powerful product, groundbreaking AI technology, and an abundance of clean and accurate social data.

Our colleagues are coming from 35+ different countries around the world and we have a total headcount of over 250 employees. Being a rapidly-growing organisation, our goal is to be 500+ employees by the end of 2020. 

For more information, please visit www.talkwalker.com