Senior Customer Success Manager, Talkwalker

• Professional/fluent level in French & English
• You have proven work experience in customer success, account management, or a strategic consulting organization
• You have prior success of achieving and/or surpassing target renewal, retention & upsell rates on a consistent basis
• You are comfortable preparing and delivering formal executive business reviews (EBR) to senior-level executives, with a focus on project-specific milestones and customer health
• You have clear verbal and written communication skills
• Proactive team player who has fresh ideas when it comes to user adoption and churn mitigation
• Enjoys working closely with customers to ensure complete satisfaction
• A self-starter who takes the initiative to get things done

Desirable

• This position will serve Enterprise-level clients within the French and English-speaking markets of EMEA. We are ideally looking for someone who is based in Paris to have an active participation in our vibrant office life, but remain open to considering candidates working remotely from France
• Serve as the main point of contact and manage a defined set of Enterprise accounts, focused on increasing their adoption and growth
• Review customer health and flag and address any risks for churn
• When needed, partner with 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 Manager
• Demonstrate deep knowledge of Talkwalker products and integrations, while keeping up with industry trends and competitors
• Work closely with Support team to properly prioritize client requests and escalations
• Evaluate and analyze customer needs and work with other Talkwalker departments to address them
• Develop strong relationships based on trust and transparency with clients
• Identify product and process gaps and issues and suggest potential solutions
• Provide insights to customers to ensure that they get the most out of the platform with the aim of helping grow our customer base
• Gauge customers’ levels of engagement with Talkwalker and identity ways to improve penetration