Customer Success Manager Enterprise (Maternity Cover)

At Cision we believe in empowering every individual to make an impact. Here your voice is heard your ideas are valued and your unique perspective fuels our collective success. As part of our global team youll thrive in an environment that champions curiosity collaboration and innovation all while making meaningful contributions to the brands we accelerate.

Join us in shaping the future of communication and building authentic connections that matter. Whether youre solving complex problems or driving bold innovations your growth is our success and together well create the conversations of tomorrow.

Empower your impact at Cision. Be seen be understood be you.

The role

As an Enterprise Customer Success Manager youll own the long-term health and retention of a portfolio of our larger accounts (brands and agencies). These are complex organisations where multiple teams adopt Brandwatch across different products use cases and workflows and where success means navigating a wide network of stakeholders from day-to-day users to executive sponsors. Retention is your primary measure of collaboration with the Account Manager and Onboarding team your focus is on relationship building solution embeddedness and ensuring every customer achieves clear business outcomes and real value from the partnership with Brandwatch.

Duties and responsibilities

The role is defined but not limited to the following:

• Own retention across your customer portfolio managing renewals and working closely with Account Managers on Quarterly Business Reviews (QBRs) retention plans and growth opportunities.
• Build trusted relationships with executive stakeholders ensuring Brandwatchs solutions are aligned with the customers business goals and long-term strategy.
• Drive customer adoption by overseeing the onboarding journey delivered in partnership with a dedicated Onboarding Specialist and leading training and best practice initiatives to maximise value and return on investment.
• Grow each account by increasing adoption across teams departments and use cases expanding the value customers realise from the platform and embedding Brandwatchs products ever more deeply into their workflows and business processes.
• Act as the customers voice by identifying and escalating product feedback and managing expectations around product enhancements and roadmap priorities.
• Foster a community of Brandwatch customers by sharing best practices success stories and lessons learned.
• Maintain accurate customer records opportunities and renewal information in CRM and customer success systems.
• Partner with Product Support to ensure customer issues are resolved effectively and in a timely manner.
• Orchestrate the wider account team collaborating closely with Onboarding Specialists Account Managers and the Professional Services team to deliver a seamless joined-up customer experience.
• Act as a trusted advisor helping customers achieve their business objectives and realise the full value of Brandwatch.

Essential Skills and Experience

• 3 years experience in a customer-facing role ideally within SaaS or a similar technology environment.
• Experience managing enterprise or large complex accounts with multiple stakeholders teams and business units adopting a solution in different ways.
• Excellent communication and presentation skills with the ability to engage stakeholders at all levels.
• Strong understanding of social media platforms and social listening/monitoring tools.
• Experience working with global customers across multiple teams and regions.
• Proven ability to develop and execute strategic account plans with a track record of strong retention and renewal outcomes.
• Experience building strong relationships with senior stakeholders and executive sponsors.
• Strong organisational skills with the ability to manage multiple priorities in a fast-paced environment.
• A proactive commercially minded approach with strong problem-solving and critical-thinking skills.
• Comfortable working independently while collaborating effectively across cross-functional teams.
• Familiarity with Boolean search logic and data analysis.
• Experience using CRM and customer success tools such as Salesforce Gainsight Zendesk Zuora or JIRA.
• Proficiency in Spanish or French is an advantage but not a requirement.

What We Offer

Upon joining Cision you will immediately have access to a range of benefits that are fully or partially funded by the company and form part of your overall benefits package. These benefits include:

• Health Insurance
• Pension Plan
• Critical Illness cover
• Death Cover
• Loss of earning capacity
• Wellness Benefit Copenhagen Float
• Office Breakfast/lunch
• Phone Subscription
• Employee Assistance Programme (EAP)
• Cision Global Charitable Giving Program
• Headspace

If this opportunity feels like the right fit for you wed love to hear from you! Please note that for this role we are only able to consider candidates who are already based in the country of employment.

#LI-FR1 #LI-Hybrid

Cision is the global leader in consumer and media intelligence engagement and communication solutions. We equip PR and corporate communications marketing and social media professionals with the tools they need to excel in todays data driven world. Our deep expertise exclusive data partnerships and award-winning products includingCisionOneBrandwatch andPR Newswire enable over 75000 companies and organizations including 84% of the Fortune 500 to see and be seen understand and be understood by the audiences that matter most to them.

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 theCEO Action for Diversity & Inclusion pledgeand named a Top Diversity Employer for 2021 .

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 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

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Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1