Enterprise Customer Success Manager APAC (12 month contract role)
Melbourne, Australia
Brandwatch – CX /
Regular /
Hybrid
Brandwatch, a Cision product, empowers over 5,000 of the world’s most admired companies to understand and engage with customers at the speed of social.
Combining pioneering, AI-enriched digital consumer intelligence with industry-leading social media management tools, Brandwatch offers a complementary suite of specialized, best-in-class products and services that support intelligently connected workflows. With Brandwatch, brands and agencies can adapt and thrive in today’s fast moving digital world by making smarter decisions and executing data-driven social strategies at every customer touchpoint.
Operating and serving clients the world over, Brandwatch has 17 offices across the globe and more than 1,000 employees worldwide.
As a Customer Success Manager (CSM) within the APAC team, you are a driven, experienced, customer-centric team player who loves leveraging your versatility, critical thinking and commercial aptitudes to develop relationships, deliver results for our customers, and sustain and grow the accounts. A CSM should be passionate about helping customers, with a natural curiosity and instinct to think a level deeper to understand their business and how to tailor success for specific customers. Once onboarded, it will be expected that you will have in depth knowledge of the product and coupling this with deep understanding of the digital media landscape will ensure that our customers treat you like their trusted advisor.
What you will do:
- CSMs own the customer relationship post-sale through to renewal. With that, the key areas of ownership are: Relationship, Retention, Growth & Risk Management.
- Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the solution to achieve full business value.
- Monitor and identify adoption and utilisation trends, provide recommendations based on risk and customers’ business needs. Conduct periodic customer health-checks.
- Explore the need for other solutions that Brandwatch owns or partners with to identify account growth opportunities.
- Help strategise with the customer on how to use the product better, and share what the trends in the industry are, to help customers leverage the product for business success.
- Partner with internal Brandwatch stakeholders to align account activities with the customer's business case and strategy - effectively engaging account/growth managers, and strategy advisors, where appropriate.
- Identify renewal risk and collaborate with internal teams to clear/alleviate blockers and ensure a successful renewal.
- Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product.
How you will do it:
- Experience in managing customer churn
- Outstanding consultative skills (including objection handling, negotiating, persuading)
- Strong relationship management (tailoring for the different stakeholders)
- Excellent problem-solving skills (solution-minded)
What you have:
- English to a native level - any other APAC language would be a bonus.
- Customer-centric mindset (care about the customer).
- Commercial acumen and comfortable with working towards set targets e.g. goal-driven and accountable.
- Detailed product knowledge (how to use, but also how to leverage). Experience in working with tools with API integrations is a plus.
- Deep domain knowledge (social media space / customer experience).
- Experience in either using or onboarding other on social media management platforms.
- Strong teacher/advocate (clarity, patience, passion).
- Solid organisational skills (project management, milestone completion).
What we offer:
- An open and informal working environment defined by high levels of personal responsibility and follow-through.
- Being part of a close-knit team in APAC that makes for an enjoyable work environment.
- The opportunity to partner with international colleagues across the global offices of a social media SaaS industry leader.
- A thorough on-boarding programme and access to online courses giving you the skills you need to succeed.
- A competitive salary package with a solid base and a team-based commission model that is designed to ignite you.
- Growth potential, in the Customer Experience department, we’re dedicated to help you steer your career towards achieving your own goals and start conversations about career development within your first year with us.
If you’ve found our job opportunity interesting but you don’t meet all of the requirements, it’s still worth applying. We’d love to hear from you!
At Cision, we're revolutionizing the way brands connect with their audiences. We provide PR, marketing, and social media professionals with the tools they need to excel in today's data-driven world, enabling them to see and be seen, understand and be understood by the audiences that matter most. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne, Brandwatch, and PR Newswire, empower over 75,000 companies and organizations, including 84% of the Fortune 500, to achieve their goals.
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 is 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 by DiversityJobs.com.
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. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com
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