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 realise business value from their investment at different stages in their journey with us, our Client Success team are committed to delighting our clients at every interaction, from understand what our clients needs, to create and deliver the right set of offerings that result in highly successful clients.
About Client Success Account Manager
As a Client Success Account Manager, you will be acted as a trusted partner to empower our clients to continue to transform their business and meet their objectives through Meltwater solutions.
You will ensure high customer satisfaction and help clients realize the values we add in their organization during the life of the client’s subscription, be responsible for managing ongoing post-
sales outbound communication to clients and will partner across multiple parties (client acquisition team, product development team, technical support team and client insight team)to provide seamless client interaction and maintain strong relationships to help customers progress on their journey with us.
This role will be based in Hong Kong but cover clients in Greater China region.
What you will be doing?
Develop and maintain strong relationships within assigned clients to ensure maximum satisfaction and retention levels
Create and implement Success Plans to drive clients towards the adoption of additional use-cases
Train new clients on how to use the Meltwater platform in a way that is tailored to their specific use-case and implementation.
Own, drive and lead the renewals process end to end (from opportunity identification to negotiation to close)
Proactively engage with key decision makers to identify clients needs, requirements and uncover roadblocks to ensure on- time commitments
Maintain and report forecast of renewals in your territory
Work collaboratively with sales operation to negotiate and execute the renewal contracts that align to client goals
Analyze data and trends to discover and identify the upsell / cross sell opportunities within your client base
Monitor clients usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success
Develop a good understanding of typical business challenges faced by our clients and common objectives to appropriately map Meltwater features and associated business benefits to address their needs
Serve as the voice of client and collect feedback to drive continuous improvement across all areas including product