We are seeking an experienced client success support representative to assist with servicing its growing client base, and ensuring they receive best-in-class support.
The role will be across multiple internal teams within Meltwater, and require an agile ability to collaborate with the Meltwater Account Managers and support client requests with both quality and quantity at the forefront.
Responsibilities will include:
Serve as the voice of the customer when resolving client requests keeping a superior client experience at the heart of every resolution
Ask the right questions to deeply understand client requests and to ensure the solution provided not only meets, but exceeds client expectations
Ensure simple requests are actioned quickly with time to completion a key metric
Escalate more complicated client requests to relevant stakeholders to ensure a timely and quality focussed resolution.
Utilise Meltwater’s systems and resources to dig deeper into client opportunities and resolve not just immediate requests, but to address and escalate ongoing and larger requirements
Clearly communicate the benefit of Meltwater resources such as Meltwater Academy, Meltwater Community and the Help Centre to upskill and build independence in the client portfolio
Be a trusted solutions representative of the Account Managers with clients
Keep up to date with new product features, their use cases and impact on clients to deliver best in class client solutions
Positively impact net retention rates of clients through superior request resolution and become a trusted Meltwater representative for the client
Close the loop with internal stakeholders by reporting to team management an oversight of work completed and the positive impact on the client experience
Success will be measured by not only the volume of client requests solved but the quality with which they are resolved
About the company
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.
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.