Job Description

Company Overview

Pulsar Group Plc is a tech innovator, delivering high quality SaaS products that address the fundamental business needs of clients in the marketing and communications industries. We combine AI technologies with human expertise to analyse data and create insights to understand what has impact on an organisation and their key audiences – from customers to stakeholders, politicians to influencers and the media.

The evolving Pulsar Group portfolio includes Isentia , the market-leading media monitoring, intelligence and insights solution provider; Pulsar , the most advanced audience intelligence and social listening platform; Vuelio, which provides monitoring, insight, engagement and evaluation tools for politics, editorial and social media in one place; and  ResponseSource , the network that connects journalists and influencers to the PR and communications industry.

Pulsar Group is an AIM-listed SaaS provider with over 1,000 employees across 10 countries . Our technology is used by 6,000 organisations every day , from global blue-chip enterprises and communications agencies to public sector organisations and not-for-profits.

Role Overview

The role of Customer Success Manager sits within the Pulsar Customer Success team, reporting to the VP of Customer Success/TBD. The role is remote and working from the US, EST time zone.

The role is focused solely on one of our largest global enterprise clients and its primary function is to drive adoption across our tools amongst the user base in the Americas (Canada, USA and South America which requires fluent Spanish). The role will work alongside other Customer Success Team members, also working solely on this client across other regions but working together to drive adoption and proving value globally for the client, ultimately working towards renewal. This role will also work in conjunction with an Account Manager, whose role is focused on the commercial growth of the account. This role will be responsible for onboarding, delivering platform training, project support and technical guidance on our tools. This role will be targeted on adoption of the tools, namely usage data, CSAT and retention rate.

This role would suit an organised, experienced and proactive customer success professional, as comfortable in the detail working with data as in the big picture, innovating to find the best solutions for our clients, bringing experience from an existing retention and value creation background. This role requires a dynamic and engaging presenter, someone who can quickly problem solve and delight users of our platform, driving them towards measurable value.

Key Responsibilities

• Develop deep relationships with the key stakeholders and users of the global enterprise client
• Presenting highly engaging training sessions for users in English and Spanish.
• Own the usage and adoption metrics for this client across the Americas region.
• Support users with ad-hoc project support, problem solving and providing technical guidance.
• Develop an understanding of client business needs, to ensure that clients derive value from their subscription, thus achieving higher product adoption and customer satisfaction.
• Feed into the global adoption strategy for the client, working collaboratively with a dedicated team.
• Generate proactive conversations with clients, pushing the use of our tools towards new teams, use cases and features.
• Collaborate closely with Pulsar’s leadership team and customer success executives to mitigate risk and put in place support that will optimise retention.

Profile

We are looking for a candidate with an excellent academic record and engaging personality, who has an interest and experience in tech, marketing, and social media.

Essential:

• 2:1 Degree or equivalent.
• 3+ year’s similar experience, working within a Customer Success, Account Manager or Support role delivering against adoption and renewal KPIs.
• Fluent Spanish.
• Experience working with global enterprise clients, with 1,000-10,000 users
• Inspiring and engaging communicator, comfortable presenting to large groups virtually and in person.
• Comfortable working with and analysing data, and handling technical questions.
• Ability to travel when needed across the Americas.

Desirable:

• Experience in social listening, audience intelligence or social media analytics tools.
• Experience working with global network agencies.
• Understanding of media monitoring, crisis communications or reputation use cases.
• Additional languages would be beneficial but not essential, such as Portuguese.
• Experience working with Marketing, PR and Insights teams.
• Experience using tools such as Salesloft, Salesforce, LinkedIn SalesNavigator, FullStory and Intercom.

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