About the position
The Customer Success team is the face and voice of Hootsuite/Talkwalker, reflecting the company's core values in its strategic collaboration with customers. The Customer Success Manager’s role is to consult customers in their initial steps in onboarding and provide meaningful support thereafter. The goal is to help customers truly leverage the powerful analytics available to them in our products in order to achieve and optimize their business goals. As part of the Customer Success Team, we believe that closing the deal is just the beginning. Our mission is to become an extension of our customer’s team and ensure that every customer recognizes the ROI of the platform. The CSM's main responsibilities include ensuring high client retention and increasing revenue through upselling and cross-selling. This is accomplished by understanding the client's industry and business needs and helping them use our software to execute their evolving business strategies. This is a hybrid role and is open to applicants located in New York City. In this role, you will report to the Manager, Customer Success.
Responsibilities
- Manage a defined set of accounts, focused on increasing their adoption and growth.
- Provide additional training to help customers implement new use cases.
- Review customer health and flag and address any risks for churn.
- When needed, partner with the sales team to drive upsell opportunities.
- Identify happy customers that can be used as references.
- Provide feedback (from clients and own) on product features, gaps and pricing to the Manager.
- Demonstrate deep knowledge of TW products and processes.
Requirements
- Entry level relevant work experience in SaaS customer success, account management, or a strategic consulting organization.
- Prior success achieving target renewal and retention rates on a consistent basis.
- Prior knowledge of (or willingness to learn) marketing and advertising technology.
- Experience using customer success software (ideally Gainsight), CRM software (ideally Salesforce), and Google Applications (Docs, Sheets, Slides).
- Clear verbal and written communication skills.
- Passion for helping customers and being a teacher.
- Ability to strike the right ongoing balance between being a detail- & process oriented-person, while also being a people-person.
- High level of intellectual curiosity.
- Self-starter who takes the initiative to get things done.
- Ability to work both independently and collaboratively, think creatively, and take on new challenges.
Benefits
- Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.
