Customer Success Specialist (French & Spanish Speaking)
Description
The Client Support Specialist (CSS) is a valuable asset within our Premium Support team, responsible for executing tasks that enhance the overall customer experience in the Premium Support portfolio. This role involves working closely with the Program Manager (PSPM) to activate the necessary Premium Support resources and leading operational activities alongside colleagues in the various Pillars to fulfill customer requirements and address client issues effectively. The CSS plays a pivotal role in collaborating with Sales and other key stakeholders to ensure the activation, implementation, and run-phase of Premium Support services.
Key Responsibilities:
-Client Portfolio Management:
-Manage a portfolio of Enterprise Premium Support clients, ensuring their needs and objectives are met.
Activation of Support Resources:
-Collaborate with the PSPM to activate the required support resources to address client requirements.
-Ensure the completion of the customer's scope of work, from activation to fulfillment.
-Ensure the completion of the customer's scope of work, from activation to fulfillment.
Reactive Requests Management:
-Handle day-to-day reactive requests through delegation to Managed Services, Product Support, or directly addressing them.
Scope Alignment:
-Create alignment across all stakeholders regarding the scope of Enterprise support, ensuring a clear understanding of what is included.
Complex Client Requirements:
-For complex or specific client requirements, create the "blueprint" for Searches and Dashboards, and provide guidance to Managed Services and/or Product Support to complete the project/task.
Operational Task Support:
-Assist the PSPM in completing operational tasks required for software and/or service deliveries that fall outside the scope of work for Managed Services or Support pillars.
Playbook Ownership:
-Jointly own the Enterprise Support playbook with other CSSs, ensuring it is kept up-to-date and aligns with client needs and best practices.
Continuous Improvement:
-Collaborate with the PSPM, other CSSs, and Global Services leaders to continually develop our Enterprise support offering.
-Identify workflow inefficiencies and out-of-scope requests/work, supporting the PSPM in collaboration and alignment with Professional Services leaders and Sales.
-Identify workflow inefficiencies and out-of-scope requests/work, supporting the PSPM in collaboration and alignment with Professional Services leaders and Sales.
Monitoring and Reporting:
-Monitor Enterprise support consumption within the portfolio and provide insights on key themes and challenges to the account Customer Success Manager (CSM) and/or PSPM as needed.
Qualifications:
-Proficiency in the Meltwater platform or the capability to become an expert.
-Strong understanding of Boolean and Data Structuring.
-Ability to understand complex business problems and apply strong analytical skills.
-Effective communication and presentation skills, with the ability to influence at all levels of the organization.
-Experience with larger scale implementations and associated challenges and requirements in the Enterprise space.
-Ideally, 2+ years of Meltwater and/or SaaS experience, with multi-department experience being highly desired but not required.
-Experience in at least one major business domain area (Retail / Consumer Goods, Government, Communications / Media / Tech, Health / Life Sciences / Financial, Agency).
-Proven ability to work cross-functionally and collaboratively to achieve the best outcomes for customers and Meltwater.
-Fluent in both French and Spanish, with strong written and verbal communication skills in both languages.
The Client Support Specialist is a critical role in ensuring the success of our Enterprise Premium Support clients, contributing to their satisfaction, and promoting continuous improvement in our support services. This position requires a deep understanding of the Meltwater platform, strong analytical skills, and the ability to collaborate effectively with various teams to address client needs and challenges.
Where You'll Work: Singel 250, 1016 AB Amsterdam
Our Story
-Strong understanding of Boolean and Data Structuring.
-Ability to understand complex business problems and apply strong analytical skills.
-Effective communication and presentation skills, with the ability to influence at all levels of the organization.
-Experience with larger scale implementations and associated challenges and requirements in the Enterprise space.
-Ideally, 2+ years of Meltwater and/or SaaS experience, with multi-department experience being highly desired but not required.
-Experience in at least one major business domain area (Retail / Consumer Goods, Government, Communications / Media / Tech, Health / Life Sciences / Financial, Agency).
-Proven ability to work cross-functionally and collaboratively to achieve the best outcomes for customers and Meltwater.
-Fluent in both French and Spanish, with strong written and verbal communication skills in both languages.
The Client Support Specialist is a critical role in ensuring the success of our Enterprise Premium Support clients, contributing to their satisfaction, and promoting continuous improvement in our support services. This position requires a deep understanding of the Meltwater platform, strong analytical skills, and the ability to collaborate effectively with various teams to address client needs and challenges.
Where You'll Work: Singel 250, 1016 AB Amsterdam
Our Story
At Meltwater, we believe that when you have the right people in the right environment, great things happen.
Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.
Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way.
We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.
We’re proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career.
We are Meltwater. Inspired by innovation, powered by people.
Equal Employment Opportunity Statement
Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.
All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.
Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.
Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.
Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way.
We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.
We’re proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career.
We are Meltwater. Inspired by innovation, powered by people.
Equal Employment Opportunity Statement
Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.
All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.
Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.