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Customer Success Manager

  • Applications are considered on a rolling basis
  • Sydney +1 more
  • Applications are considered on a rolling basis
  • Sydney +1 more

About Meltwater:

Our culture is based on a fundamental belief in people and the potential they possess. Our employees embody the ‘work hard, play hard’ spirit, and we are lucky to have some of the best and most talented people out there. We pride ourselves on taking great people and helping them do extraordinary things in a dynamic, global environment that fosters positivity, entrepreneurship, and teamwork.

With 20 years of experience in the field of online media monitoring, Meltwater is a global leader in media intelligence and social analytics SaaS solutions - helping to bridge the gap between Public Relations, Communications, and Marketing departments with an all-in-one solution powered by AI-driven insights. Through Meltwater's platforms, our clients are well equipped to stay on top of billions of online conversations and extract relevant insights - allowing them to strategically manage their brands and stay ahead of their competition. With 55 offices and 2,000 employees worldwide, Meltwater is a truly global partner to over 30,000 of the world’s most respected brands which rely on Meltwater to help inform their MarCom strategies and decision making.

Role: Customer Success Manager

As part of the Client Success team, the you will be responsible for managing, retaining, and growing a portfolio of Meltwater’s clients in Australia. You will be expected to demonstrate a thorough understanding of Meltwater’s products, and are responsible for driving engagement and adoption through all stages of the client life cycle and renewal process.

What You'll Do:

  • Actively foster and manage the success of a portfolio of Meltwater clients assigned to you
  • Establish a trusted relationship with each client and drive continuous value of our products
  • Improve client engagement and product adoption, and foster enthusiastic, passionate clients
  • Be responsible for customer satisfaction, retention, and expansion of existing accounts to grow revenue
  • Work with the sales teams to onboard and train new clients
  • Conduct client business reviews to track the health of your accounts, while listening to customer feedback and proactively discovering areas of improvement
  • Collaborate with the sales teams to identify upsell and cross sell opportunities to grow overall portfolio size
  • Negotiate and close renewal business with C-Level Executives and decision makers, enabling you to meet or exceed your quota
  • Take ownership of monthly churn / retention and growth targets for your specific client accounts
  • Proactively identify issues that may impact a renewal, and engage all available resources to resolve any knots
  • Track client’s usage of and activity level on our platforms to monitor the health / risk status of your accounts

Who You Are:

  • Currently based in / willing to relocate to Sydney
  • Hold full, unrestricted working rights in Australia (working holiday visa is not accepted)
  • Attained Bachelor’s degree (in any specialization)
  • 2 - 5 years of work experience in client servicing / client facing roles, ideally in account management, sales or business development roles
  • Familiar with account management responsibilities such as retention of clients, upselling and cross-selling across your client pool
  • Proven track record of fulfilling and exceeding sales targets
  • Derive great enjoyment being in client servicing roles with a naturally strong customer focus
  • Passionate about building relationships along with excellent interpersonal skills
  • Dealt with complex or escalated customer situations, and able to navigate large organizations and gain executive level buy-in
  • Strong empathy for customers, plus a passion for influencing customer revenue and growth
  • Ability to think outside the box and adopt a solution-oriented approach to solve problems for clients

What We Offer:

  • Competitive compensation package, with uncapped monthly commissions and quarterly bonuses!
  • Fast career progression & empowerment in your role
  • Flat hierarchy with diverse, high-performance & collaborative teams
  • Global presence & a uniquely Meltwater culture like no other
  • Both flexible work arrangements & vibrant offices with well-stocked pantries
  • Generous vacation leave & work-life balance

Meltwater Careers Page: https://careers.meltwater.com/

Meltwater welcomes applications from Aboriginal and Torres Strait Islander people, people from diverse cultural backgrounds, people with disability, refugee status and members of the LGBTQIA+ community.

(#LI-DLSG)

Work with great people

Naresh Nehvin
Managing Director, Client Acquisition
"Meltwater has empowered me as a professional and individual. It has gifted me the rare opportunity to work with seasoned practitioners and industry leaders as a trusted consultant to their business."
Faten Amzah
Key Account Manager, Client Success
"Meltwater entrusted me to work independently with regional key decision makers from the start. It all boils down to the support and trust that we place in our most important asset - people!"
Amanda Shaw
Senior Manager, Client Success
"Meltwater teaches you to learn fast and fail quickly. We support a growth mindset, and from the most junior staff to senior management, everyone is accessible and supports each other's career."
Vilhelm Rudberg
Client Strategy Director
"The best thing about a Meltwater career is the abundance of challenge and opportunity - you are bound to realize and develop personal strengths you never knew existed!"

Great Place to Work

  • Competitive salary & bonuses

  • Work-life balance

  • Generous vacation leave & medical benefits

  • Vibrant office space and well-stocked pantry

  • Progression and empowerment

  • Diverse, high-performance & collaborative teams

  • Flat hierarchy and strong support groups

  • Global presence with flexible work arrangements

  • A uniquely Meltwater culture like no other

About the company

About Meltwater

With 20 years of experience in the field of online media monitoring, Meltwater is a global leader in media intelligence and social analytics SaaS solutions - helping to bridge the gap between Public Relations, Communications, and Marketing departments with an all-in-one solution powered by AI-driven insights. Through Meltwater's platforms, our clients are well equipped to stay on top of billions of online conversations and extract relevant insights - allowing them to strategically manage their brands and stay ahead of their competition. Over 30,000 of the world’s most respected brands rely on Meltwater to help inform their marketing & communications strategies and executive decision making. With over 55 offices and 2,000 employees worldwide, Meltwater is a truly global partner offering best-in-class support through our local customer success teams.

Our Belief in People

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 Respekt (respect). These founding principles stem from our Norwegian 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 thrive 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 where our people aspire to exceed their personal expectations. We only promote our leadership team from within the company, and our goal is to facilitate your long-term professional growth.

We keep our entrepreneurial spirit alive within every team and every department — delighting in hard work and relishing the feeling of accomplishment that comes with it.

Culture

Our values are at the core of our culture, and they can be summed up by the acronym MER, which means more in Norwegian. These values are our commitment to our employees and our customers.

  • Moro [‘mo(·)ro]
    Norwegian for “Fun.” We believe that in order to become successful as a whole, we should all enjoy ourselves. That’s why we promote a fun, collaborative working environment.

  • Enere [‘e nðr’e]
    Norwegian for “Number One.” At Meltwater, 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.

  • Respekt [re’spekt]
    Norwegian for “Respect.” We believe it matters how a company or an individual becomes number one. Striving to be the best doesn’t mean sharp elbows: we should all treat our colleagues and customers with respect and humility.

  • MER
    An acronym for Moro, Enere and Respekt, which creates the Norwegian word “More.” We celebrate our victories without losing our drive to improve — whether in reaching personal goals or corporate milestones. Though simple on the surface, our values guide us in everything we do, from how we prioritize our objectives and make decisions to how we clarify expectations and measure our success.

Official Careers Page: https://careers.meltwater.com/

Meltwater Instagram Careers Page: https://www.instagram.com/meltwatercareers/


Talent Acquisition, Meltwater Australia | Contact Person

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Sydney +1 more
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