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Client Success Analyst

  • Applications are considered on a rolling basis
  • Hong Kong

Meet with the team

At Meltwater, we believe that our success is directly tied to the value our clients derive from our services. To ensure clients realise business value from their investment at different stages in their journey with us, our Client Success team are committed to delighting our clients at every interaction, from understand what our clients needs, to create and deliver the right set of offerings that result in highly successful clients.

About Client Success Analyst

As a Client Success Analyst, serve as the first point for your assigned portfolio of accounts regards all support communications primarily through phone and email to answer questions, provide assistance, troubleshoot issues, and route product feedback appropriately. You will proactively update clients of crisis in the media and help keep them up to date when they are experiencing crisis. You will work closely with Account Manager and Client Onboarding Manager to provide training to clients. You will assist Account Manager to drive customer satisfaction, retention, and growth. All in all that help ensure high customer satisfaction and help clients realize the values we add in their organization during the life of the client’s subscription.

What you will be doing?

  • Serve as the primary contact for the Meltwater China Clients on phone and email platform. Solving problems related to product features, usability, technical issues and product performance, including participation in all aspects of pre-sale, customer onboarding/development, diagnosing/resolving technical issues and escalation support.
  • Alert and provide real-time insight to client immediately if there is any crisis, important event and critical trends.
  • Achieve the team targets for response times, service level and customer satisfaction, as established by Managing Director and Client Experience Manager.
  • Collaborate with team across Client Success, Client Insight, Technical Service, Engineering and Marketing as needed to resolved issues and deliver great client experiences.
  • Assist account manager to generate revenue from existing customers through renewals and upsells
  • In collaboration with Account Manager and Client Onboarding Manager to execute onboarding related activities for clients, eg, Trains and support clients on processes and using our products.
  • Help keep both internal and customer-facing support documentation up-to-date.
  • Actively provide recommendations for continuous product and process improvement.
  • Build scalable customer-facing resources for common questions and issues.

Work with great people

Isaac Zhang
Managing Director, Client Success, Shanghai
"Joined CA Shanghai in 2014, promoted to be MD in 2016 - one of the quickest ever MD promotions in APAC. He likes collaborative, fun and energetic team that everyone gives 120% effort day in day out."
Joey Lee
Managing Director, Client Acquisition, Hong Kong
"Joined as Summer Intern in 2014 and promoted as MD in 2017. The accelerated career path here allows him to grow fast and dream big. "
Chloe Wei
Managing Director, Client Success, Beijing
"The first ever Mainland CS hire, joined in 2012 and promoted as CS Beijing MD in 2017. She launched the new CS efforts in Beijing and keep raising our bar higher to succeed in China market!"
Zoe Wang
Managing Director, Client Acquisition, Beijing
"Joined us in 2016 after graduated from University of Edinburgh. She promoted to MD in just 2 years and is currently leading a fast growing team that is looking for entrepreneur partners."

Skills & Requirements

What we would like to see from you

  • 1-2 years of customer-facing work experience. With sales/account management experiences is highly preferred.
  • Fluent in written and spoken English and Mandarin is required
  • Strong customer focus and ability to deliver great customer experiences
  • Ability to prioritize, multitask, and perform effectively in a highly dynamic work environment
  • Good verbal and written communication skills
  • Strong problem solving skills
  • Ability to quickly grasp and distinctly explain technological and business concepts
  • Open to feedback, constantly honing and refining skills to adapt to an ever-changing landscape
  • University Degree of any disciplines
  • You are available to start in either March, July or Sept 2019 in Hong Kong
  • Work sponsorship will be provided to right candidate

Great Place to Work

  • Competitive, comprehensive remuneration package

  • Gym Allowance with other cultural team activities

  • Global Business travel life insurance

  • Well stocked kitchens

  • Global meeting at cool destination

  • Overseas management training and conference

  • 20 paid holidays

  • Comprehensive Medical insurance for you

  • Fun and international working environment

  • Personal Laptop

  • Work visa is available

About the company

Founded in 2001, headquartered in San Francisco, Meltwater is the global leading AI-powered media monitoring, social listening & PR Analytics software. With over 2000 employees and 55 offices across America, Asia Pacific, Europe, Middle East & Africa, we help over 30,000 companies globally to make better, more informed decisions based on insights from the outside. We are dedicated to provide our global products with local insight.

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™. We're looking for exceptional candidates to contribute to our exponential growth in Greater China.

We also operates the Meltwater Entrepreneurial School of Technology (MEST), a nonprofit organization devoted to nurturing future generations of entrepreneurs.

April Tang | Hiring Manager

I'm interested
Meltwater Greater China

Hong Kong
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