Brandwatch, Customer Success Manager, APAC, Australia (Maternity cover)

-As a Customer Success Manager (Contractor) you will have an overall responsibility for managing and growing your portfolio of accounts spanning a variety of industries. Your role is to build and maintain healthy relationships within your assigned accounts that enable you to drive strong product adoption and increased subscription revenue whilst maintaining Brandwatchs positive reputation. Key to this role is the ability to articulate value inspire and sell the future of Brandwatch.

Essential Duties and Responsibilities
Develop a trusted advisor relationship with customer executive sponsors such that all activities are closely aligned with the customers business case and strategy allowing the full potential of the Brandwatch solution to be realized.
Establish and oversee the customers adoption training and development of best practices to continually drive incremental value and return on the customers investment.
Manage account renewals for your customer base collaborating with account managers on quarterly business reviews retention strategy and upsell initiatives.
Identify opportunities for expanded use of the platform and integration into the accounts business processes.
Identify and escalate key customer product related requirements and manage customer expectations on an ongoing basis.
Facilitate the development of a community of like-minded Brandwatch customers routinely sharing best practices and leveraging lessons learned.
Update CRM and billing system records for customer accounts and opportunities.
Enable and assist product support to best address customers technical issues.
Serve as a coach and trusted advisor to Brandwatch customers.

Minimum Required Qualifications
1-3 years relevant work experience in a customer facing role.
Excellent customer facing presentation written and oral communication skills.
Advanced understanding of social media networks and social monitoring tools.
Familiarity working with global customers across multiple teams and regions.
Proven track record of developing and executing strategic account plans.
Proven ability to develop executive champions at a strategic level.
The ability to multi-task and troubleshoot under pressure.
An ability to be astute strategic intelligent and insightful.
Drive to work autonomously and proactively.

Preferred Qualifications
Experience working with (or for) a social media monitoring provider.
Demonstrable knowledge of marketing principles and best practices.
Familiarity with Boolean logic and data analytics.
Experience with Social Media Management
Speak fluent English a plus if more languages
Experience working in a fast paced Saas environment
Experience working with CRM and/or ticketing systems such as Gainsight Salesforce Zendesk and JIRA.