Meet with the team
At Meltwater, we believe that our success is directly tied to the value our clients derive from our services. To ensure clients realize business value at every stage in their journey with us, our Client Success team is committed to delighting our clients with every interaction - from understanding clients needs to delivering the right set of offerings that result in highly successful clients.
About this role
You will act as the trusted partner for our key account clients to consult them on how to use our platforms to meet their business objectives, you will provide them with training and best practices that ensure the most optimal client experience.
You will be the main point of contact to support client requests and to enhance platform setup to best satisfy their objectives and business directions.
You will also partner with various parties to provide a seamless client experience and always have your clients' best interests in mind to ensure they are set up for success.
What you will be doing?
Cooperate with Key Account Managers to develop and maintain strong relationships with clients from a multitude of industries to ensure maximum satisfaction and retention levels
Partner with various departments, including Business Development, Client Insights, Engineering and Marketing to not only deliver the best client experience, but also to resolve any client issues
Serve as the primary contact for key clients to solve problems related to product features, technical issues, reporting deliverables and platform optimization
Alert and provide real-time insight to clients immediately if there are any crises, important events and critical trends
Liaise between Client Insights team to conduct media analysis and research
Play an integral role of working cohesively with the Client Insight team to ensure all deliverables are completed in good quality and well within deadlines
Develop workflows with Managing Director to ensure maximum platform engagement and usership, which includes constant training, proactive consultation for product and process improvement
Achieve team targets for client response times, service level and customer satisfaction, as established by Managing Director and Client Experience Director
The perks of working with us!
20 paid holidays
Training program, conference, seminar for your personal and professional growth
Comprehensive Medical insurance for you
Business travel life insurance
Fun, ambitious and international working environment
Flat hierarchy and strong support groups
Global presence with opportunity to travel
Fun team outings
Vibrant office space and well-stocked pantry