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Implementation Manager

  • Applications are considered on a rolling basis
  • Raleigh +6 more
  • Applications are considered on a rolling basis
  • Raleigh +6 more

Our talented implementation teams ensure our customers see maximum value quickly from their Meltwater investment. They do this by understanding and addressing each individual customer’s business need, use case and challenge they are seeking to address. Additionally, during the engagement they work to uncover other areas where Meltwater may be able to add value and collaborate with the Client Success Manager on these.

The Implementation Manager role offers a unique opportunity to lead and manage onboardings for some of Meltwater’s most important clients. As an Implementation Manager, you will ensure Meltwater’s key clients have a positive experience within the first 30 days of their subscription and are set up for long-term success. You will be one of the first points of contact for 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.

Responsibilities

  • Collaborate with your peers in Client Acquisition, Client Success, CX, Training, Global Support, and Product to provide your accounts with a flawless experience regardless of their needs
  • Build relationships with clients within the first 30 to 60 days of their subscription
  • Lead and manage client implementations
  • 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
  • Coordinate and prioritize project tasks, manage timelines, and maintain project plans
  • Drive engagement, 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 project success
  • Ensure client satisfaction through follow-up, responsiveness, and effective communication
  • Track milestones and document client interactions and learnings in Planhat

Skills & Requirements

Required Skills

  • 2+ years of relevant experience in a software support client facing role

  • Advanced Meltwater product knowledge, use case and domain expertise

  • Strong executive presence with excellent verbal and written communication skills

  • Empathy and an ability to understand customer needs and develop relationships quickly

  • Business acumen and a good understanding of different department and industry needs

  • Customer focused – understand the importance of maintaining a healthy customer relationship

  • Strong problem-solving skills

  • Excellent organizational skills including prioritization, scheduling, and time management and the ability to perform under pressure

  • Presentation Skills: Facilitate on-line 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 of and passion for media, news, and current affairs

  • Experience writing complex boolean queries

Why Meltwater?

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.

Meltwater employees embody the work-hard, play-hard spirit through our 3 core values- Moro (fun), Enere (number one) and Respect (Respect). These founding principles stem from our Norweigan roots and are why Meltwater has been named a Great Place to Work in several markets across the globe. We have high energy, open concept offices that focus on teamwork and collaboration. We ensure our employees have easy access to management and learn quickly from those around them.

At Meltwater, the average isn’t good enough. Our goal is to build a groundbreaking company supported by a thriving culture in which our people aspire to exceed their personal expectations. We only promote our sales leadership team from within the company, and our goal is to facilitate your long-term professional growth.

Our work is fun, challenging and rewarding, and we’re looking for driven individuals, passionate about learning business by doing it.

Great Place to Work

  • Competitive Salary

  • Fresh fruits & free drinks

  • Internal hackathons

  • Personal Branding Support

  • Ergonomic desks and chairs

  • Great hardware

  • Opportunities to travel in Europe and the U.S.

  • Open Source Contributions

  • Conferences and Tech Talks

About the company

Meltwater, a pioneer of media intelligence and now Outside Insight, gives businesses the information advantage they need to stay ahead. More than 30,000 companies have used Meltwater’s media intelligence to stay on top of billions of online conversations and extract relevant insights to strategically manage their brands. Meltwater is dedicated to personal, global service built on the local expertise of 55 offices across six continents. Meltwater is also committed to fostering the data science ecosystem through MEST, a pan-African entrepreneurial program and incubator, and Shack15, a global data science community. Learn more at meltwater.com.

All of our solutions are fully web-based, offered as a service, and based on a modern technology stack. This is your opportunity to be part of a small agile team within a big multinational organization!

We are more than 2000 people across the globe, so there is a lot going on. We believe in diversity and inclusion, and building teams with a wide variety of backgrounds and perspectives. This approach not only raises the quality of our products for our customers, but makes collaboration along the way much more fun.

Read our underthehood blog to see which problems our engineers are solving. Also have a look at what life is like at Meltwater and visit our company profiles on LinkedIn, Xing, Facebook, and Twitter.

Equal Opportunity

Meltwater is firmly committed to affording equal employment opportunities to all candidates and employees alike without regard to race, color, religion, age, national origin, gender, sexual orientation, gender identity or gender expression, marital status disability, veteran status and we treat each individual with respect and dignity.

The “EEO is the Law” poster is available at: http://bit.ly/2KBm9Ei

And “EEO is the Law Supplement” poster is available at: http://bit.ly/2Kmxnxd

On-Line Accessibility Directive: If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us here for assistance.


Marty Sloane | Contact Person

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