Enterprise Customer Success Manager

Brandwatch; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading social media intelligence firm in Greater London seeks a Customer Success Manager to build strong relationships with Enterprise customers. Responsibilities include managing client accounts, ensuring alignment with their business goals, and developing strategic plans. Ideal candidates will have at least three years of relevant experience, excellent communication skills, and a proactive attitude. The position offers comprehensive benefits including generous holiday allowance and health plans, fostering a collaborative work environment.

Benefits

25 days holiday plus bank holidays

Health cash plan

Gym membership contributions

Employee discounts

Dental insurance

Employee assistance plan

Qualifications

• 3 years of experience in Customer Success or Account Management.
• Excellent written and verbal communication skills.
• Strong relationship-building ability at all levels.

Responsibilities

• Own the overall relationship with Enterprise customers.
• Ensure customers get value from our products and services.
• Collaborate to establish strategic plans and goals.

Skills

Fluent English

Customer Success

Account Management

Relationship Building

Problem Solving

Proactive Approach

Goal-driven

Tools

Salesforce

Gainsight

Zendesk

JIRA

Job description

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.

Brandwatch’s award-winning consumer intelligence and social listening solutions enable brands and agencies to adapt and thrive in today’s fast-moving digital world, helping them make smarter decisions and execute data-driven social strategies at every customer touchpoint. Brandwatch is a Cision product combining powerful social analytics with Cision’s leading media intelligence capabilities to deliver end-to-end insight and impact.

Empower your impact at Brandwatch. Be seen, be understood, be you.

Responsibilities

• You will own the overall relationship with your book of Enterprise customers, establishing a trusted advisor relationship and ensuring customers get clear value from our products and services.
• Work closely with clients to ensure they are equipped to adopt Brandwatch technologies and that their investment helps them achieve their business goals.
• Build strong relationships with main points of contact, aiming to create active Brandwatch champions and executive sponsors within each account.
• Collaborate with clients to establish strategic plans, goals, and other key performance indicators, and support the customer in achieving their goals.
• Conduct regular account analysis and planning to identify and mitigate customer health risks and identify and achieve product expansion opportunities.
• Maintain up-to-date records in the customer lifecycle management tool, including renewal probability, risks, stakeholder updates, and success plans.
• Maintain an accurate renewal forecast up to three quarters ahead, regularly assessing renewal probability and elaborating on potential risks.

Qualifications

• Fluent English
• 3 years of experience in Customer Success / Account Management or a highly related role in SAAS or at an agency.
• Excellent written and verbal communication skills.
• Strong relationship-building ability at operational and executive levels.
• Bias to action and a solution-focused mindset for problem solving.
• Accountability and a proactive approach to work schedule.
• Goal-driven and excited to achieve commercial targets.

Nice to have

• 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

• Holiday: 25 days holiday and 4 wellness days per year, plus bank holidays; ability to carry 5 days over each year to encourage work-life balance
• Health cash plan – employer paid at level 3 (option to upgrade plan to level 4/5 or 6, add family members at employee’s expense); Group life assurance – employer paid
• Sports benefit – gym/sport membership contributions (50% or up to £25 per month)
• Cycle to work; Employee discounts platform through Reward Gateway
• Dental insurance with option for family members
• Employee assistance plan (EAP) & Full Calm subscription
• Maternity/parental leave policy and Sabbatical leave policy

As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations identify, connect and engage with customers and stakeholders to drive business. Cision has offices in 24 countries in the Americas, EMEA and APAC. For more information about Cision’s award-winning solutions including its next-gen Cision Communications Cloud, 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 are 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.

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. If reasonable accommodations are required to fully participate in the job application or interview process, to perform the essential functions of the position, or to receive all other benefits and privileges of employment, please contact us.

Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.

Required Experience: Manager

Key Skills: SAAS, Customer Service, Cloud, Healthcare, Account Management, CRM, Salesforce, Infrastructure, Client Relationships, New Customers, Territory, Trade shows, Sales Goals, Sales Process, Analytics

Employment Type: Full Time

Experience: years

Vacancy: 1