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Agency Customer Success Manager job in Brighton at Brandwatch

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Agency Customer Success Manager at Brandwatch

Agency Customer Success Manager

Brandwatch Brighton, East Sussex Full Time

 is the global leader in social and digital consumer intelligence, working with the biggest brands and most admired agencies worldwide – 39 of the Fortune 100 are clients.

The ideal candidate will have previous experience working with, selling to and managing agency expectations.

Responsibilities

  • Develop a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategy, allowing the full potential of the Brandwatch solution to be realized
  • Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
  • Manage account renewals for your customer base, collaborating with group managers on quarterly business reviews, retention strategy and upsell initiatives
  • Identify opportunities for expanded use of the platform and integration into the accounts business process
  • Identify and escalate key customer product related requirements and manage customer expectations on an ongoing basis
  • Facilitate the development of a community of like-minded Brandwatch customers, routinely sharing best practices and leveraging lessons learned
  • Update CRM and billing system records for customer accounts and opportunities
  • Enable and assist product support to best address customer’s technical issues
  • Serve as a coach and trusted advisor to Brandwatch customers
  • Requirements

  • 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
  •  

    Recommended Skills

    • Data Analysis
    • Customer Relationship Management
    • Business Process
    • Best Practices
    • Software As A Services
    • Integration
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    Job ID: 079b24610cbd