Client Success Onboarding Manager (Hong Kong, Macau and Taiwan)
Meltwater
Hong Kong, Hong Kong
6天前

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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 deliver the right set of offerings that result in highly successful clients.

About this role

You will own the critical early phase of the customer lifecycle, onboarding Meltwater’s new clients, working closely with Account Managers to deliver exceptional experience to our customers in their first 90 days setting up Meltwater with the highest level of quality in both product knowledge and project management skills and, in the process, consistently meet and exceed customer expectations.

You will have a select group of accounts to onboard and will be responsible for rapidly understanding each client’s business objective, unique challenges and requirements, managing the solution implementation, making sure every customer is successfully onboarded in a timely manner.

You are the key person driving clients to realise a fast time-to-value from their investment in Meltwater as efficiently as possible.

Our customers vary in size and experience so we are looking for individuals who have a track record of finding creative solutions to unique problems, who thrive in challenging situations and want to apply these skills to solve problems for customers using our software.

What will you be doing?

Serving as the main point of contact for first 90 days to ensure a successful onboarding process to the Meltwater

Spearhead, create and own full project implementation plan per each customer you onboard

Conduct workflow conversations to advise optimal structure and workflow per each customer and team

Ensuring all customers complete the required technical setup efficiently and in a timely manner

Training and educating customers on how to effectively utilize Meltwater

Partner with respective Account Manager and Business Development Sales to nurture customer relationship

Understand and document client stakeholder roles & hierarchy within a detailed account to ensure successful transitions to the Account Managers after onboarding

Surface onboarding blockers and trends to improve overall set up and onboarding experience

Be a product expert and understand all optimal workflow set ups

Design and continually improve processes and materials that enhance efficiency and customer experience during onboarding

Effectively deliver engaging enablement training and workshops

Where required, tailor 1 : 1 onsite and remote onboardings to meet client needs and exceed expectations

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

The perks of working with us!

  • Awesome coworkers
  • Competitive Compensation Package
  • Prizes, spiffs, and additional sales incentives
  • 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
  • Gym Allowance
  • Fun team outings
  • Well stocked kitchen with lots of snacks and drinks
  • And more
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