Client Success Specialist

Role Overview

• Collaborate with your peers in Sales, Client Success, Global Support, and Product to provide your accounts with a flawless experience regardless of their needs.
• Partner with Customer Success Executives to ensure that the solution delivered is aligned to the Decision Makers’ goals and success criteria.
• Build relationships with clients from the get-go after they become a client of Meltwater.
• Lead and manage client implementations, client adoption and post-sale journey.
• Become a trusted advisor and function as a product expert across Meltwater’s SaaS platforms.
• Assist in configuration and setup of the application to drive the client’s desired outcomes.
• Build and Manage complex Boolean logic queries and analytics.
• Create reports and dashboards based on client’s individual parameters to measure the impact of clients’ brand marketing, public relations and social media outreach campaigns.
• Deliver and facilitate online and in-person training and post sales engagement.
• Coordinate and prioritize project tasks, manage timelines, and maintain both the onboarding, adoption and optimization phases.
• Drive engagement and adoption fostering an environment of enthusiasm and passion through these client interactions.
• Effectively communicate project status and deliverables with internal and external teams to ensure client success.
• Ensure client satisfaction through follow-up, responsiveness, and effective communication.
• Track milestones and document client interactions and learnings in our Customer Success Tool.

Requirements

• Customer focused mindset – understand the importance of maintaining a healthy customer relationship.
• 1-3 years of relevant experience.
• Ability to manage large or complex or even global accounts.
• Be an expert in the platform and its integration to guide clients through the onboarding process, deliver training and enablement programs, and provide recommendations on how to optimize the solution towards business objectives.
• Monitor adoption and utilization trends, provide recommendations based on customer’s business needs.
• Excellent verbal and written communication skills.
• Empathy and an ability to understand customer needs and develop relationships quickly.
• Resourceful and good at problem-solving.
• Excellent organizational skills including prioritization, scheduling, and time management and the ability to perform under pressure.
• Presentation Skills: Facilitate online meetings to orientate a new client, present applicable functionality to achieve client’s objectives, perform training, and collaborate with clients to address concerns.
• Deep understanding / passion for media, news and current affairs.
• Experience in writing complex Boolean queries.
• Build relationships with the client’s day to day stakeholders, responding to client queries in a timely manner, and executing programs to drive adoption and client satisfaction.

Benefits

• Enjoy flexible paid time off options for enhanced work-life balance.
• Gym & wellness allowance through our partnership with ClassPass.
• Community Outreach Days get involved & undertake charity work or volunteer as paid days off, based on employee tenure.
• Car Lease Benefit partnered with Autopia, the perk of novated leasing, a tax-effective way to own and run a car.
• Employee assistance programs cover mental health, legal, financial, wellness, and behaviour areas to ensure your overall well-being.
• Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
• Energetic work environment with a hybrid work style, providing the balance you need.
• Benefit from our family leave program, which grows with your tenure at Meltwater.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.