Meet with the team
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!
We would love to see...
Bachelor's Degree of any disciplines
At least 5 years experience in an onboarding, implementation, customer success, account management, business consulting or project management role with a track record for building and nurturing relationships with multiple stakeholders on an account at a time
At least 3 years of management experience leading a team of young and driven individuals in a dynamic and ever changing environment
Possesses a strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
Fluent in written and spoken English and Mandarin (mandatory)
Excellent verbal & written communication skills. You can explain complex issues in simple terms and adapt your tone for different users
Comfortable giving presentations to groups of any size & audience - from every day end-users of the app to a high level executive
Great problem solving skills, taking a consultative approach to finding the best solution
Able to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
Excellent organizational and project management skills
Holds strong operational skills that will drive organizational efficiencies and customer satisfaction
Eagerness to continually learn, adapt, and improve
Competitive salary & bonuses
Accelerated Career Path
Responsibility & Ownership from Day One
An Irreverent & Fun-Filled Work Environment
Overseas Conference & Progression Opportunities
A uniquely Meltwater culture like no other
Flat hierarchy and strong support groups
Diverse, high-performance & collaborative teams
Generous vacation leave & medical benefits
Global presence with flexible work arrangements
Founded in 2001, headquartered in San Francisco, Meltwater is the global leading AI-powered media monitoring, social listening & PR Analytics software. Our mission is to help companies make better and more informed decisions. With over 2000 employees and 55 offices globally, we help over 30,000 companies to stay on top of billions of online conversations, extract valuable data, and consult our clients to transform their businesses in this new digital reality.
Meltwater is recognized as a great place to work for talents globally. We have won several Top Employer awards worldwide and most recently been accredited as “Asia's Best Multinational Workplaces 2018”, “Best Companies to Work For in Hong Kong 2018”, “Best Companies to Work For in Greater China 2018” by Great Place to Work™.
Meltwater operates the Meltwater Entrepreneurial School of Technology (MEST), a nonprofit organization devoted to nurturing future generations of entrepreneurs. Learn more on https://www.meltwater.com/ and https://outsideinsight.com/
Our culture is based on a fundamental belief in people and the potential they possess.
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
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