Overview
Enterprise Customer Success Manager, Brighton, England, United Kingdom. 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.
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.
What You’ll Do
* 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.
* You will work closely with clients to ensure they are equipped to adopt Brandwatch technologies and that their investments help them achieve their business goals.
* You will build strong relationships with your main points of contact, aiming to develop active Brandwatch champions and executive sponsors within each account.
* You will work 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 customer health risks, and identify and achieve product expansion opportunities.
* You will maintain up-to-date records in the customer lifecycle management tool, including renewal probability, identified risks, stakeholder updates and success plans.
* You will maintain an accurate renewal forecast up to three quarters ahead, regularly assessing renewal probability and elaborating on potential risks.
What You Have
* 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
* A great relationship builder capable of building relationships at operational and executive levels
* A bias to action and a solution mindset for problem solving
* Accountability and a proactive approach to your work schedule
* Goal-driven and excited to achieve commercial targets
Nice To Have
* Experience working with (or for) a social media monitoring provider
* Knowledge of marketing principles and best practices
* Familiarity with Boolean logic and data analytics
* Experience 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 + bank holidays, with ability to carry 5 days over each year to support work-life balance
* Health cash plan employer paid at level 3 (option to upgrade plan to level 4,5 or 6; family members at employee’s expense); Group life assurance — employer paid
* Sports benefit — gym/sport membership contribution – 50% or up to 25 GBP per month
* Cycle to work; Employee discounts platform
* Dental insurance with option to add family members
* Employee assistance plan (EAP) & Full Calm subscription
* Maternity/parental leave policy & Sabbatical leave policy
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves. Cision is an equal opportunity employer. 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 will provide reasonable accommodations to qualified individuals with disabilities to participate in the job application or interview process and to perform the essential functions of the position. For more information, please review Cision\'s Global Candidate Data Privacy Statement.
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