Customer Lifecycle Specialist (Gainsight)

Brandwatch, a Cision product, empowers over 5,000 of the world’s most admired companies to understand and engage with customers at the speed of social. 

Combining pioneering, AI-enriched digital consumer intelligence with industry-leading social media management tools, Brandwatch offers a complementary suite of specialized, best-in-class products and services that support intelligently connected workflows. With Brandwatch, brands and agencies can adapt and thrive in today’s fast moving digital world by making smarter decisions and executing data-driven social strategies at every customer touchpoint.

Operating and serving clients the world over, Brandwatch has 17 offices across the globe and more than 1,000 employees worldwide.

Brandwatch is looking for a Customer Lifecycle Specialist to help us shape an outstanding experience for our customers. You will join our Commercial Operations department and work closely together with stakeholders in our Customer Success, Account Management and Marketing teams to build and execute a communication strategy that fosters a positive relationship with our customers and increases their lifetime value. You will support the design, enhancement and implementation of the customer journey at Brandwatch, from the point of sale through renewal to off-boarding and everything in between. As coordinator of the customer lifecycle, you will need to work closely with your stakeholders across the globe to understand their needs and use our systems to design and implement processes and automations around customer touchpoints, marketing campaigns or escalations. As Customer Lifecycle Specialist you will be responsible for managing our internal systems that support the lifecycle and you will execute technical implementations and changes. You will make sure that any changes in product or business strategy are supported by our processes and systems, and assist our management teams through reporting on the success of our efforts. You will be part of the Commercial Operations team, which is a cross departmental unit working with all commercial teams on optimising the business. Brandwatch has an ethos of encouraging autonomy, we value open people who take initiative and aren’t afraid to fail, learn from mistakes, adjust, and try to get better at what they do every day.

What you'll do:

• Become subject matter expert on the customer lifecycle from conception to implementation

• Be the owner of our customer journey systems and automations

• Help design and shape the customer journey at Brandwatch

• Manage implementation of end-to-end integrated communication campaigns, from coordination of business requirements to technical execution

• Analyse the effects of our customer journey related efforts on our customers

• Collaborate across the business to map customer touchpoints

• Track and optimize communication workflows

• Build out customer segmentation

• Help us use Customer Success resources more efficiently

• Implement best practices and identify areas for process improvement

What you'll have:

• Experience in a Customer Success, Operations or Product Marketing role

• Experience with CRM systems (e.g. Salesforce or Gainsight), ideally with knowledge in administration

• You thrive in a communicative role and take initiative in connecting with people

• Affinity with a technical environment, system operation and data

• Team player and positive attitude

• Analytical, structured and well organized

• Strategic thinking

If you’ve found our job opportunity interesting but you don’t meet all of the requirements, it’s still worth applying. We’d love to hear from you!

At Cision, we're revolutionizing the way brands connect with their audiences. We provide PR, marketing, and social media professionals with the tools they need to excel in today's data-driven world, enabling them to see and be seen, understand and be understood by the audiences that matter most. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne, Brandwatch, and PR Newswire, empower over 75,000 companies and organizations, including 84% of the Fortune 500, to achieve their goals.

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 the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.

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 individuals. In 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 hr.support@cision.com

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