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Account Manager - Agency Team

Employer
Brandwatch
Location
Brighton, East Sussex
Salary
Competitive
Closing date
30 May 2019

View more

Sector
Technology
Contract Type
Permanent
Hours
Full Time

Job Details

Account Manager - Agency Team

At the core of our business is the global customer success team. 100+ people across 10 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 data, we are constantly called upon to help our customers leverage insights to inform business decisions. We build an understanding of our customer’s businesses, we help them overcome challenges and we seek opportunities to highlight the impact of Brandwatch on the way they do business.

As an Agency Account Manager you will have an overall responsibility for managing and growing our Agency business across a diverse set of Agencies -- Enterprise Independents and/or a Major Holding Family. Your role is to build and maintain healthy relationships within your assigned accounts that enable you to drive strong product adoption, exceed business/campaign objectives and identify and sell-in intelligent commercial solutions, resulting in new and increased subscription revenue, whilst maintaining Brandwatch’s positive reputation. Key to this role is the ability to articulate value, inspire and sell the future of Brandwatch.

The ideal candidate will have previous experience working with, selling to and managing agency expectations.

Responsibilities

  • Develop a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategy, allowing the full potential of the Brandwatch solution to be realized
  • Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
  • Manage account renewals for your customer base, collaborating with group managers on quarterly business reviews, retention strategy and upsell initiatives
  • Identify opportunities for expanded use of the platform and integration into the accounts business process
  • 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 customer’s technical issues
  • Serve as a coach and trusted advisor to Brandwatch customers

Requirements

  • 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
  • The ability to multi-task and troubleshoot under pressure
  • An ability to be astute, strategic, intelligent, and insightful
  • Drive to work autonomously and proactively
  • Willingness to travel monthly for customer meetings
  • BA/BS degree

Icing on the cake

  • Experience working with (or for) a social media monitoring provider
  • Experience working with (or for) an agency
  • Background in a digital marketing agency or SaaS vendor
  • Demonstrable knowledge of marketing principles and best practices
  • Familiarity with Boolean logic and data analytics
  • Experience working with CRM and/or ticketing systems, such as Salesforce, Zendesk, Zuora, and JIRA

Success will be measured on

  • Retention of your shared base customers’ revenue
  • Revenue growth of all customer accounts
  • Your customers’ satisfaction levels

What we offer:

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

Culture:
Brandwatch is a place where the lines between work and fun are blurred. As a growing international company, with 8 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 brand new refurbished 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 and if you’re lucky we’ll even treat you to an ice-cream on the beach and you can enjoy one of our weekly 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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