Customer Lifecycle Specialist

5 days ago

Singapore Brandwatch Full time
Customer Lifecycle Specialist (Gainsight)
  • As a Customer Lifecycle Specialist at Brandwatch, a Cision product, you will play a crucial role in shaping an outstanding experience for our customers. Working within the Commercial Operations department, you will collaborate closely with stakeholders from Customer Success, Account Management, and Marketing teams to develop and execute a communication strategy that nurtures positive relationships with our customers and enhances their lifetime value.Your primary responsibility will involve designing, enhancing, and implementing the customer journey at Brandwatch, spanning from the initial sale to renewal and off-boarding processes. By serving as the coordinator of the customer lifecycle, you will engage with stakeholders globally to understand their requirements and leverage our systems to create and automate processes related to customer touchpoints, marketing campaigns, and issue escalations.As the Customer Lifecycle Specialist, you will oversee the management of internal systems supporting the customer lifecycle, including executing technical implementations and updates. You will ensure that any changes in product offerings or business strategies align with our established processes and systems. Additionally, you will provide insights to management teams by reporting on the effectiveness of our customer engagement efforts.Key Responsibilities:- Develop expertise on the customer lifecycle journey, guiding it from concept to implementation- Own and manage customer journey systems and automation processes- Contribute to the design and refinement of the customer journey at Brandwatch- Lead the implementation of end-to-end integrated communication campaigns, from business requirements coordination to technical execution- Evaluate the impact of customer journey initiatives on our customer base- Collaborate across departments to map customer touchpoints and optimize communication workflows- Enhance customer segmentation strategies- Improve the efficiency of Customer Success resources usage- Implement best practices and identify opportunities for process enhancementsRequirements:- Previous experience in Customer Success, Operations, or Product Marketing roles- Proficiency in CRM systems such as Salesforce or Gainsight, with administration knowledge preferred- Strong communication skills and a proactive approach to building relationships- Comfort working in a technical environment, handling system operations and data- Team player with a positive outlook- Analytical mindset, structured approach, and excellent organizational skills- Strategic thinking abilitiesJoin Brandwatch's Commercial Operations team and contribute to optimizing our business operations while embracing a culture that values autonomy, initiative, and continuous improvement.,

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  • Customer Lifecycle Specialist (Gainsight)
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