Meltwater Careers

Description

Australia has a rapidly expanding Enterprise customer base and we are looking for ambitious, digitally savvy people who can help us deliver great service and educate our clients on the changing media and AI landscape.  Our tenured and high performing Enterprise Customer Success team is looking for someone to join our Sydney office and work hand-in-glove with internal and external stakeholders.  This team has a proven track record within Enterprise and is well positioned as more media intelligence movies toward digital and AI products.

As the global leader in digital and social media monitoring and intelligence, we help our customers monitor, understand, and influence the world around them based on data insights from the outside.

Meltwater has gone from humble beginnings in Oslo, Norway in 2001 to the global leader in media intelligence with 30,000 global clients today. We provide solutions to help modern PR, communication, and marketing professionals better understand their current media landscape, both in the news & social media.

For almost 20 years, Meltwater has maintained a very unique culture based on a foundation and belief in people and the potential they possess, regardless of experience. Our motto? When you have the right people in the right working environment, great things happen. There are 2,000 members of the Meltwater family residing in 55 offices across 25 countries around the world. No matter what office you’re in, you’ll be surrounded by the best colleagues you’ve ever had.

About the Department & Role: Client Success Specialist (CSS)

The CSS will work with the high yield and potential accounts in Australia and New Zealand. We are a team of experienced customer success champions who are proud to be our clients’ trusted business partner in using media intelligence and social analytics.

Our mission is to help clients achieve both tactical and strategic business goals through insights drawn from Meltwater Solutions.

In this role, you will be responsible for the post-sale lifecycle of our client. As a CSS, you will establish a good understanding of the client’s business outcomes and facilitate a successful implementation and positive onboarding experience for our client. You will proactively engage with the key customer champion and users to ensure they are adopting and using the Meltwater solution to get the best value and impact from their investment.

The CSS partners with Enterprise Customer Success Executives (CSE) and cross functional teams from sales to support, to deliver and demonstrate value and recurring impact throughout the entire client’s lifecycle.

This role offers a unique opportunity to lead and manage onboardings for some of Meltwater’s most important clients as part of the client’s post sales life cycle.

You will be one of the early points of contact or clients after they subscribe to Meltwater’s services and will be responsible for driving user adoption, full product implementation and setting appropriate expectations with clients. You will put yourself in the clients’ shoes by making strategic decisions to ensure the client’s goals are achieved.

What You'll do

• 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.

• 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. Your efforts will ensure we maintain a consistently high standard of feedback and NPS Score.
• Collaborate with our Global Delivery Services, Product, Support, and Marketing teams to improve client retention, adoption, and client satisfaction using a high-touch model, to ensure streamlined deliverables and opportunities for growth.
• Motivation and flexibility to work in a high-growth environment where things can change quickly.
  
  

• 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.