Customer Success Manager

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Onclusive

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

📱 Media

🤝 B2B

SaaS • Media • B2B

Onclusive is a provider of automated media monitoring and PR measurement software that helps PR and communications teams monitor earned, owned and social media, measure communications impact, and derive insights to optimize campaigns. Its Analyst platform uses a proprietary global news crawler to collect and analyze digital, print, broadcast and social channels, offering tools such as social listening, analytics, press contacts and a media database, plus Data-as-a-Service and consultancy to help brands and agencies demonstrate PR value. The company serves enterprise and agency clients globally, emphasizing real-time measurement, reporting and tools for managing pressrooms and media relations.

📋 Description

• Manage platform’s implementation (setup, fine tuning) • Develop and maintain a deep knowledge of the Onclusive Social solutions to be seen as the Technical expert • Gain an understanding of typical business challenges faced by our customers to appropriately map use cases and features within the Onclusive Social product suite • Platform troubleshooting and Q&A with the clients over emails/live chat or screen sharing tools • Monitor key performance metrics across assigned client portfolios to ensure satisfaction, adoption, consumption and ultimately renewal likelihood • Support during kick off meetings and strategic business reviews with clients • Usage of AI tools and automation platform is a big plus • Proactively identify issues that may impact a project and consult with internal resources to resolve potential issues • Collect feedback and expectations from clients regarding product development and address it to the Product Management team to reflect the voice of customers on the product roadmap • Animate functional trainings on the platform once you have mastered all aspects of the Onclusive Social platform

🎯 Requirements

• 2-3 years of experience in client support for enterprise solutions or data/startup customer-facing role • Complete professional fluency in English is an essential requirement • 2 or 3-year college degree or equivalent required • Subject matter expertise in one of the following domains: Social Media Analytics, Digital Marketing, Competitive Intelligence, Knowledge Management, Business Intelligence, Account Management • Outstanding writer and communicator with strong presentation skills • Positive attitude, competitive, confident personality with strongly developed persuasive skills and a customer-focused orientation • Proven track record of success in customer support and retention • Strong technical background • Proactive methods, unparalleled work ethic and hunger to learn

🏖️ Benefits

• Competitive salary and benefits • Hybrid working in a passionate team • Company focus on wellbeing and work life balance including flexible working and mental health support • Access to professional training platforms such as LinkedIn Learning and Coursera to support ongoing development • Virtual training sessions with external providers to best match learning needs