Meltwater partners with the most recognised brands in Australia to deliver media monitoring, social listening and consumer insights. Our strategic focus for 2023 is to refine the solutions, services and operations to support and drive value to our Enterprise portfolio.
The Client Success Specialist (CSS) is a key role in our Enterprise Customer Success team owning the implementation and successful delivery and adoption of the Meltwater solution across the portfolio. The CSS partners with Enterprise Customer Success Executives to deliver and demonstrate value to the Enterprise client portfolio throughout the entire client lifecycle.
Build relationships with the clients day to day stakeholders, responding to client queries in a timely manner, and executing programs to drive adoption and client satisfaction. Your efforts will ensure we maintain a consistently high standard of feedback and NPS
Partner with Customer Success Executives to ensure that the solution delivered is aligned to the Decision Makers goals and success criteria
Be an expert in the platform and its integration to guide clients through the onboarding process, deliver training and enablement programs, and provide recommendations on how to optimise the solution towards business objectives
Collaborate with our Global Delivery Services, Product, Support, and Marketing teams to improve client retention, adoption, and client satisfaction using a high-touch model, to ensure streamlined deliverables and opportunities for growth
We are looking for the following skills and experience:
3+ years of experience working in customer facing role at a SaaS business, focused on delivering excellent client experience and value to customers
Strong communication skills; able to communicate confidently and authoritatively to a wide variety of stakeholders across Marketing, PR & Comms, Data and Insights teams
Great organisational skills to multitask, prioritise, and triage effectively to respond to clients in a timely manner
Strong empathy for clients, able to foster client relationships, and manage internal and external stakeholders with a client centric mindset
Adopt a solution-oriented approach to solve challenges for clients
Qualifications and requirements:
Hold full, unrestricted working rights in Australia (preferred)
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.
Competitive salary & bonuses
Vibrant office space and well-stocked pantry
Progression and empowerment
Diverse, high-performance & collaborative teams
Flat hierarchy and strong support groups
A uniquely Meltwater culture like no other!
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.
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