Head of Customer Success

New York

Are you passionate about social media and new technologies? Do you think social media will change the way businesses will advertise, communicate, engage, develop products and service clients? Do you want to join the NYC office of one of the fastest-growing and most innovative European IT companies?

Position Overview

The Head of Customer Success is responsible for project managing the onboarding process for each of Talkwalkers clients maintaining relationships with them. This includes implementing the technical requirements, orchestrating a flawless project launch, communicating the Talkwalker value proposition, identifying new opportunities with the client’s organization, and ensuring client satisfaction in assigned accounts. Additionally, the Head of Customer Success will assist the Sales and Account Management teams by advising on best practices, content and product applicability to client use cases.

Responsibilities , including but not limited to:

• Continuously evaluate and improve metrics relevant to measuring customer health and Customer Success performance

• Act as an internal advocate for customer * Strong leadership capability with proven experience building and managing dynamic, collaborative, and high performing teams

• Create company-wide culture of Customer Success

• Align with Marketing around marketing to existing clients * Align with Product around driving product roadmap

• Align with Sales around cross-sell and up-sell and focus on selling with a retention focus * Align with Finance around measurement and forecasting

• Align with Executive Team around key metrics and objectives

• Drive company-wide definition of ideal customer * Create company-wide customer feedback loop * Continuously strive to operationalize the Customer Success Management practices

• Work in close collaboration with our Sales, Product and Marketing teams

• Develop content for sales presentations and product demos.

• Serve as a subject matter expert for clients and prospects on how to maximize social media data to drive marketing, customer service, strategy, and tactics

Relationship Management

• Assure smooth account transition from pre-sales to post-sales phases, including coordination of kickoff meetings and monthly debriefs with clients.

• Assure that clients are receiving maximum value from Talkwalker’s products and services by acting in a consultative role for assigned clients on how to use Talkwalker’s tools for Marketing and Communications strategies and tasks.

• Ensure that customers are properly trained on system operation. When needed, facilitate additional training for existing customers.

• Work with clients to define ongoing enhancements and adjustments to meet their business needs.

• Share lessons learned with other members of Talkwalker’s Account Management and Sales Teams

Qualifications

• Minimum of 5+ years of SaaS customer success or account management experience, preferably at a marketing technology company

• Minimum of 2+ years Managing customer success or account management teams

• Experience in creating, managing, and improving customer health metrics, as well as managing the associated tools and processes required to track those metrics * A deep understanding of account management processes for customers of all sizes: Strategic, Enterprise, Midmarket including experience onboarding, QBRs and renewals

• Proficient computer skills and in-depth knowledge of relevant software such as MS Office Suite. Must have proficiency in constructing and manipulating Excel Pivot tables

• Technical competence and understanding of marketing technology software

• Detail-oriented with the ability to set priorities and be flexible in a changing environment

• Must have strong proficiency in query writing and Boolean search strings.

• Demonstrable industry knowledge is a strong plus.

• Excellent written and verbal communications skills required.

• Strong Program and project management skills.

• Ability to handle multiple priorities simultaneously.

• Ability to professionally handle difficult customers, challenging situations, and meeting deadline expectations.

Talkwalker is an easy to use and incredibly powerful social media monitoring and analytics tool. It delivers high value insights in a user-friendly dashboard recommended by agencies and brands worldwide. With a focus on big data crawling the Talkwalker search index is one of the largest, covering over 150 million sources in 187 languages. The dashboard is extremely user friendly and features intuitive filters and reporting functionalities. Talkwalker is developed by Trendiction, a privately held and rapidly growing company founded in 2009 and based in the European capital city of Luxembourg. Website: talkwalker.com

Talkwalker was rated one of the top 5 best social media monitoring tools and online reputation management tools globally in 2013. The free Talkwalker Alerts launched in March are a preferred replacement of Google Alerts to receive free notifications by e-mail or RSS feed.

For more information please visit talkwalker.com. To participate in the Talkwalker conversation, join us on our blog (blog.talkwalker.com), on Facebook (facebook.com/Talkwalker) and on Twitter (twitter.com/Talkwalker, @Talkwalker).

Job Type: Full-time

Job Location:

Required education:

Required experience:

• Management: 2 years
• Customer Success: 5 years
• SAAS: 5 years