Customer Success Team Lead - DACH - GERMAN speaking
Copenhagen, Denmark
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 Team Lead in our Commercial customer tier, you will oversee a team of Customer Success Managers and Customer Success Associates covering the DACH/German-speaking region. Additionally, until August 2024, the role will encompass managing four individual contributors from the Nordics and Benelux region.
Reporting to and supported by the VP of Customer Success EMEA, your responsibilities will include fostering team development and wellbeing, as well as spearheading efforts to enhance customer retention within this account segment.
Oversee day-to-day operation, including but not limited to:
- Regular 1:1s, core competency reviews, and semi-annual performance reviews, to ensure your team members have adequate support with problem-solving and career development
- Shadowing your team’s client calls and meetings; providing feedback and coaching
- Overseeing new employee onboarding and providing career development planning and opportunities
- Short- and long-range forecasting; working with VP on risk mitigation strategies
- Manage IC adherence to KPIs and data hygiene
- Planning staffing levels against attrition and any expected net logo growth
- Working with your VP and the People Team to recruit, interview, select and employ any necessary new hires
- Acting as a point of escalation for client issues
- Account assignments from new business for your teams
- Acting as internal sponsor on named accounts; supporting on calls, meetings, proposals, pitches and messaging as needed
- Escalating and collaborating with your VP on any and every HR-related issue
- Collating product feedback that can be used to steer product development
- Helping assess and co-ordinate L&D needs within the team
- Working with VP and peers to organise team social activities
- Create an inclusive and inspiring team environment with clear goals, open communication, and opportunities for creativity and risk-taking
- Innovate and trial new approaches and feedback on their effectiveness
- Drive an effective partnership with the Account Management function and other teams at Brandwatch
- Seek out opportunities to hear and action feedback from your team members and resolve any issues
- Recognize high performance and effectively manage performance gaps
What are we looking for?
- Fluent in German and English (C1 +)
- 2+ years of management experience
- 3+ years managing SAAS accounts, with a demonstrable track record of high performance in retention and growth
- In-depth knowledge of customer success principles and best practices
- Knowledge of SAAS performance metrics
- Excellent communication, coaching and leadership skills
- Organisational and time-management skills
- Change management and decision-making skills
- Direct experience as a team leader or manager
- Working knowledge of either marketing principles and best practices, research methodologies, or both.
What we offer:
- An open and informal working environment defined by high level of personal responsibility and trust
- Diverse and international environment where personality, cultural background and unique perspectives are valued
- Strong focus on the person and career development
- The opportunity to partner with international colleagues across the global offices
- Flexibility in terms of working from home VS working from the office as well as good work-life balance
- A pension scheme and health insurance (including coverage for chiropractic procedures and therapists)
- Staff discounts for different services (e.g. massage, Calm app subscription).
If this sounds like you and you feel you have what it takes to succeed in this role, we want to hear from you!
#LI-Hybrid
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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