Customer Lifecycle Specialist (Gainsight)

Brandwatch is looking for a Customer Lifecycle Specialist to help us shape an outstanding experience for our customers. You will join our Commercial Operations department and work closely together with stakeholders in our Customer Success, Account Management and Marketing teams to build and execute a communication strategy that fosters a positive relationship with our customers and increases their lifetime value. You will support the design, enhancement and implementation of the customer journey at Brandwatch, from the point of sale through renewal to off-boarding and everything in between. As coordinator of the customer lifecycle, you will need to work closely with your stakeholders across the globe to understand their needs and use our systems to design and implement processes and automations around customer touchpoints, marketing campaigns or escalations. As Customer Lifecycle Specialist you will be responsible for managing our internal systems that support the lifecycle and you will execute technical implementations and changes. You will make sure that any changes in product or business strategy are supported by our processes and systems, and assist our management teams through reporting on the success of our efforts. You will be part of the Commercial Operations team, which is a cross departmental unit working with all commercial teams on optimising the business. Brandwatch has an ethos of encouraging autonomy, we value open people who take initiative and aren’t afraid to fail, learn from mistakes, adjust, and try to get better at what they do every day.