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

  • Applications are considered on a rolling basis
  • Hong Kong
  • Applications are considered on a rolling basis
  • Hong Kong

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!

  • 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…

Work with great people

Christina Yu
Managing Director
"Taking a job in sales took a lot of courage because it’s all about taking full ownership of my accomplishments and unlocking new sales targets."
Irene Shen
Client Success Manager, Hong Kong, Macau and Taiwa
"By providing a consistent and reliable experience for my clients, I can cultivate and preserve the trust while providing actual values to them."
Carmen Wong
Account Executive, Hong Kong, Macau and Taiwan
"Meltwater is a company tilled with top sales leadership, and the fast-paced dynamic environment has really changed my personal standards and priorities."
Samuel Lin
Analyst Manager, Media Insights & Analytics Team
"An average analyst only follows the instructions of others, but a high performing analyst creates impact to clients through new perspectives."

Skills & Requirements

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

Great Place to Work

  • 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

About the company

About Meltwater

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/

Unique Culture

Our culture is based on a fundamental belief in people and the potential they possess.

  • We create a fun, ambitious, collaborative and international working environment where everyone is driven by a growth mindset
  • We are proud of our entrepreneurial spirit - we organically built our business by developing our own leadership and nurturing talent
  • We celebrate our victories but don’t rest on old laurels —whether in reaching personal goals or corporate milestones.

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.


April Tang | Contact Person

I'm interested
Meltwater

Hong Kong
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