Customer Success Manager

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 for the APAC Commercial team, you are focused on securing healthy long-term adoption among your assigned portfolio of customers. You should be a driven, customer-centric, team player who loves leveraging your versatility and critical thinking aptitudes to develop relationships and deliver results for our customers. Key performance indicators for this role will be customer renewal and growth. As a result of these metrics you will need to be commercially focused with an eye for long-term opportunities. Portfolio management will be key to success in this role, so you will need to have a very structured approach to prioritization. Are you the right person for the role?

Responsibilities:


    • Serve as the primary point of contact for the customer during and post-implementation of the Brandwatch suite
    • Develop a trusted advisor relationship with customer stakeholders to drive product adoption
    • Educate customers on how to leverage features and new releasesUnderstand the customer needs and link them to workflows in our products
    • Conduct periodic customer health-checks to understand behavior and proactively address inactivity and/or missed opportunities
    • Help strategise with the customer at key stages of the lifecycle on how to optimize their use of the product, ensuring ROI
    • Partner with internal Brandwatch stakeholders (account managers and strategists) to align account activities with the customer's business case and strategy
    • Identify renewal risk and collaborate with internal teams to alleviate blockers and ensure a successful renewal
    • Help develop a communication model that is scalable

Requirements:


    • English fluency
    • 1-3 years of experience in a similar position
    • Customer-centric mindset with a passion to help customers
    • Excellent problem-solving skills and good technical knowledge
    • Digital Marketing industry knowledge to deliver valuable advice
    • Solid organizational skills like project management and milestone completion
    • Comfortable with working towards set targets e.g. goal-driven and accountable
    • The drive to steer customers to succeed with a data-driven approach
    • Commercially focused to spot growth opportunities
    • Comfortable working with, and meeting, KPI’s for a commercial role
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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