Implementation Manager – Level 2

Role Overview

• As a Meltwater Implementation Manager, your primary responsibility is to facilitate a seamless onboarding experience for new Meltwater clients, ensuring the swift adoption of AI key features.
• Reporting to the program and Implementation Regional Manager, you will prioritize account setup and provide customized team training to ensure alignment with clients' objectives.
• Collaborate seamlessly with colleagues across various teams, including Client Acquisition, Client Success, CX, Training, Global Support, and Product, to provide a tailored and flawless experience for your accounts.
• Demonstrate strong leadership within account teams, guiding internal stakeholders to deliver seamless onboarding experiences.
• Coordinate internally and within clients all tasks and actions to develop a comprehensive onboarding experience.
• Initiate and nurture relationships with clients within the first 30 to 45 days of their subscription.
• Lead and manage enterprise-level clients, including Fortune 500 accounts ensuring strategic alignment, smooth onboarding, and measurable adoption of Meltwater’s AI-powered solutions.
• Champion innovation and the adoption of emerging technologies across implementation practices.
• Assist in configuring and setting up the application to meet clients' desired outcomes effectively.
• Develop customized reports and dashboards tailored to individual client parameters to assess the impact of their marketing, public relations, and social media outreach campaigns.
• Proactively identify potential risks or blockers in implementations and escalate appropriately to maintain timelines and quality.
• Conduct both online and in-person training sessions to facilitate platform proficiency among clients.
• Drive engagement and adoption, fostering enthusiasm and passion through meaningful client interactions.
• Effectively communicate project status and deliverables with internal and external teams to ensure project success.
• Uphold client satisfaction through proactive follow-up, responsiveness, and clear communication.

Requirements

• A Bachelor's degree or higher and a minimum of 3 years of relevant experience in a client-facing role within software support
• A strong executive presence, coupled with excellent verbal and written communication skills, enables you to effectively convey ideas and build rapport.
• Empathy and an innate ability to understand customer needs, fostering rapid relationship development.
• A keen interest in AI technologies and an understanding of how they can enhance client onboarding and operational efficiency.
• Business acumen and a comprehensive understanding of diverse departmental and industry requirements.
• Proven ability to lead cross-functional teams and influence without direct authority
• Strong multitasking capability — comfortable managing several client projects simultaneously in fast-paced environments.
• A customer-centric mindset, recognizing the significance of maintaining robust customer relationships.
• Strong problem-solving skills and exceptional organizational abilities, encompassing prioritization, scheduling, and time management.
• Demonstrated proficiency in presentation skills, adept at facilitating online meetings, delivering comprehensive training sessions, and collaborating with clients to address concerns.
• A continuous improvement mindset, always seeking ways to enhance team collaboration and implementation effectiveness.
• A deep understanding of and passion for media, news, and current affairs.
• Experience in crafting complex Boolean queries, underscoring your proficiency in data analysis and extraction techniques.
• Excellent written and verbal communication skills in English.
• Spanish or another language is a plus.
• The ability to legally work in the country of hire is required for this position.

Tech Stack

• Swift

Benefits

• Enjoy comprehensive paid time off that allows you to have an enhanced work-life balance.
• Excellent medical, dental, and vision options
• 401(k) matching, life insurance, commuter benefits, and parental leave plans
• Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.