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VP Emerging Accounts

Employer
Brandwatch
Location
Brighton, East Sussex
Salary
Competitive
Closing date
18 Jul 2019

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Sector
Media, Social Media
Contract Type
Permanent
Hours
Full Time

Job Details

VP Emerging Accounts

At the core of our business is the global customer success team. Over 80 people across 6 offices, all working towards one mission: ‘Make Every Customer Successful’. Our mantra is what drives us to ensure that all of Brandwatch’s clients get the very best out of our technology. In the ever changing world of social media we are constantly called upon to help our clients leverage insights to inform business decisions. We build our understanding of our clients businesses, we help them overcome challenges and we seek opportunities to highlight the impact of Brandwatch on the way they do business.

We’re looking for self-motivated problem solvers to mentor and manage the Customer Success Emerging Accounts team while providing strategic guidance and vision in order to continue to craft and shape our vision for excellence in Customer Success Management and support our customers at scale.

The VP of Customer Success Emerging Accounts will be directly responsible for the success of our global portfolio of clients. The role will focus on providing the highest levels of consultative partnership to ensure our customers expand and mature.

You will be responsible to:

  • Manage a team of Customer Success Managers located in 4 different offices to ensure the Emerging Account based customers successfully use Brandwatch to achieve their objectives
  • Allocate resources across existing portfolio of accounts
  • Manage escalations from team / clients
  • Work with other leaders in business to deliver improvements in Customer Success
  • Recruit, mentor, develop, groom and inspire an elite team
  • Ensure we implement an improved customer success journey and customer success processes at scale
  • Partner with other teams to achieve your goals always aiming at making every customer successful and offer them a seamless experience at all points of the journey
  • Close the feedback loop with Product to help develop and inform the product roadmap on behalf of your clients
  • Collaborate with Finance and the Executive team to provide accurate success measures and forecasting, as the go-to person for key metrics and objectives for the team
  • Own, report, forecast and communicate key metrics for your team

You will be measured by:

  • Renewal Rate
  • Adoption of the brandwatch tool
  • Delivery of quarterly projects by the team
  • Clients NPS
  • Employee NPS / team member satisfaction

You have:

  • Thirst for new challenges and no fear of changes
  • Client facing experience, showing empathy for customer need and a passion for revenue and growth
  • A great eye for talent, with experience of hiring and building a team of great relationship managers
  • Proven experience as an influencer, negotiator and consensus-builder
  • An analytical and process-oriented mindset
  • Enthusiasm and creative leadership skills with the ability to inspire others
  • Knowledge of Salesforce/Gainsight an advantage

What we offer:

Benefits: We offer a range of benefits including; bike to work scheme, pension contribution. In addition, a 1 year parental leave with a flexible back-to-work scheme.

Culture: Brandwatch is a place where the lines between work and fun are blurred. As a growing international company, with 10 offices across the globe, communication is key to ensure everyone’s voices are heard, and helps us maintain our flat structure. We listen and learn. We develop our staff. We care about everything, and above all we support each other.

Working for Brandwatch: Brandwatch Brighton is where it all began. We can be found in the vibrant North Laines in our contemporary offices. Whilst we don’t believe in stereotypes, we host subsidized onsite pilates and yoga classes along with our Juice Mondays. We have cupboards bursting with snacks, a well stocked drinks fridge, sushi lunches, flexible working spaces, weekly massages and if you’re lucky we’ll even treat you to an ice-cream on the beach.e of our fortnightly massages right from the office.

To all recruitment agencies: Brandwatch does not accept agency resumes. Please do not forward resumes to our jobs alias or Brandwatch employees. Brandwatch is not responsible for any fees related to unsolicited resumes.

Company

Description

At the core of our business is the global Customer Success team. Over 80 people across 6 offices, all working towards one mission: ‘Make Every Customer Successful’. Our mantra is what drives us to ensure that all of Brandwatch’s customers get the very best out of our technology. In the ever changing world of social media, we are constantly called upon to help our clients leverage insights to inform business decisions. We build our understanding of our clients businesses, we help them overcome challenges, and we seek opportunities to highlight the impact of Brandwatch on the way they do business. 

What we offer: 

Benefits: We offer a range of benefits including; bike to work scheme, pension contribution and discounted gym memberships. 

Culture: Brandwatch is a place where the lines between work and fun are blurred. As a growing international company, with 6 offices across the globe, communication is key to ensure everyone’s voices are heard, and helps us maintain our flat structure. We listen and learn. We develop our staff. We care about everything, and above all we support each other. 

Working for Brandwatch: Brandwatch Brighton is where it all began. We can be found in the vibrant North Laines in our contemporary offices. Whilst we don’t believe in stereotypes, we do host yoga classes and Juice Mondays. We have cupboards bursting with snacks, a well-stocked drinks fridge, sushi lunches, flexible working spaces, weekly massages and if you’re lucky we’ll even treat you to an ice-cream on the beach. 

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Company info
Telephone
01273448846
Location
Sovereign House, Church Street, Brighton
Brighton
Brighton
South East/Southern
BN1 1UJ
GB

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