Customer Service Director - Remote

Overview

The Customer Service Director at Brandwatch is responsible for managing and growing strategic accounts, ensuring customer success through strong relationships and effective communication.

In Short

• Lead customer success initiatives for major accounts.
• Develop trusted advisor relationships with customer executives.
• Drive product adoption and exceed business objectives.
• Manage account renewals and upsell opportunities.
• Facilitate customer training and best practices development.
• Update CRM systems with customer account information.
• Assist product support with technical issues.
• Coach customers on leveraging Brandwatch solutions.
• Collaborate with account managers on retention strategies.
• Identify opportunities for expanded platform use.

Requirements

• 5+ years of experience in customer-facing roles.
• Excellent presentation and communication skills.
• Advanced understanding of social media and monitoring tools.
• Experience with global customers and cross-team collaboration.
• Proven track record in strategic account management.
• Ability to develop executive-level relationships.
• Strong multitasking and troubleshooting skills.
• Proactive and autonomous work ethic.
• Familiarity with CRM and ticketing systems.

Benefits

• Competitive salary.
• Flexible and remote working options.
• Generous parental leave policy.
• Apple Macbook provided.
• Comprehensive medical, dental, and vision insurance.
• 401(k) with company match.
• PTO and various leave options.
• Casual work environment.
• Commitment to diversity and inclusion.