We are seeking an experienced client success implementation specialist to ensure that the client receives a best in class account set up within the first 30 days and platform training within the first 90 days to ensure high usage and adoption.
The role will be across multiple internal teams within Meltwater, and require an agile ability to collaborate with the new business teams, onboarders (where applicable), Meltwater Account Managers and the client to ensure the set up meets and exceeds the clients expectations.
Responsibilities will include:
Own the handover process from the new business representative and ensure a complete download of the sales process including the account objectives
Work with the onboarder (where applicable) to translate those business objectives into a thorough client set up that provides multiple ‘ah-ha’ moments during the first 30 days
Understand how each user on the clients account will achieve ROI from Meltwater and train the users to independence through multiple hands on sessions
Monitor and review the client usage in the first 30 and 90 days to review and iterate the set up to align to outcomes for the client
Build excitement around the Meltwater tool and always drive independent usage through every conversation to create Meltwater advocates within an organisation
Review existing client accounts with low usage and action on strategies to improve the set up of the clients account for maximum ROI with the assistance of the Associate / Account Manager layer
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
Keep up to date with new product features, their use cases and impact on clients to deliver best in class client set up to meet the clients objectives
Positively impact net retention rates of first-year clients through superior account set up, account revision and training outcomes for clients
Close the loop with internal stakeholders by reporting to Onboarders (where applicable), Account Managers and Client Success Directors on any newly onboarded accounts and positive impact on the client experience
Success will be measured by high adoption of clients within the first 30 days, continued use and engagement in the first 90 days and client take up of programmes such as Meltwater Academy and Meltwater Community
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.