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Customer Success Manager (Emerging) - Agency Team

Company: Brandwatch
Location: New York
Posted on: June 14, 2018

Job Description:

DescriptionWe're looking for self-motivated problem solvers to help round out our growing team. As an Agency Customer Success Manager, you will be core in the development of how Brandwatch manages emerging Agency clients.

In this role, you will work directly with clients to help troubleshoot problems, guide strategy, share best practices, and, ultimately, drive retention across the segment. You will leverage technology to support our customers at scale and will interact with clients via email, phone, and webinar. The right candidate will be a self-starter with excellent communication skills and an affinity for learning new technology.

The role will require you to work closely with multiple Brandwatch teams including Sales Development, Enterprise Sales, Customer Success, Marketing, Professional Services, Product Development and international teams and you will need to be a proactive and positive member with those teams.


  • Provide technical and strategic support to existing Brandwatch customers
  • Collaborate with teammates to develop and execute programs, such as webinar series and office hours to support clients at scale
  • Provide timely and thoughtful responses to client questions and requests
  • Work with teammates to identify opportunities to streamline and improve processes, with a focus on automation and scale
  • Take ownership of accounts and manage their onboarding, success, and retention
  • Proactively identify and solve any issues that could affect customer satisfaction or retention
  • Coach customers on new use-cases and best practices for Brandwatch products to drive adoption and retention
  • Identify opportunities for expanded use of the platform and integration into the accounts business process
  • Update CRM and billing system records for customer accounts and opportunities
  • Enable and assist product support to best address customer's technical issues


    • 1+ years relevant work experience in a customer facing role
    • Excellent customer facing presentation, written, and oral communication skills
    • An understanding of social media networks and social monitoring tools
    • The ability to multi-task and troubleshoot under pressure
    • An ability to be astute, strategic, intelligent, and insightful
    • Drive to work autonomously and proactively
    • BA/BS degree

      Icing on the cake:

      • Experience working with (or for) a social media monitoring provider
      • Experience working with (or for) an agency
      • Background in a digital marketing agency or SaaS vendor
      • 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 Salesforce, Zendesk, Zuora, and JIRA

        Success will be measured on:

        • Retention of your shared base customers' revenue
        • Revenue growth of all customer accounts
        • Your customers' satisfaction levels

          What we offer:Benefits: We offer a generous 25 paid vacation days, 9 national holidays, and 5 personal days. We also offer a customizable set of benefits including health/dental/vision coverage, 401K match, discount gym membership, and commuter benefits.

          Culture: Brandwatch is a place where the lines between work and fun are blurred. Crain's New York noticed this and voted us as one of the 'Best Places to Work' for the past 4 years. As a growing international company, with 7 offices across the globe, communication is key to ensure everyone's voices are heard, and helps us maintain our flat structure. We listen and learn. We develop our staff. We care about everything, and, above all, we support each other.

          Working for Brandwatch: Brandwatch New York is the seat of our growing Americas business. We can be found in the vibrant and central Flatiron district, with excellent restaurants, shopping, and of course Madison Square Park. Our light-filled offices have cupboards bursting with snacks, well-stocked drinks fridges, and sushi days.

          To all recruitment agencies: Brandwatch does not accept agency resumes. Please do not forward resumes to our jobs alias or Brandwatch employees. Brandwatch is not responsible for any fees related to unsolicited resumes.

          Keywords: Brandwatch, New York, Customer Success Manager (Emerging) - Agency Team, Executive, New York, New York

          Click here to apply!

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