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Client Success Account Manager (Shanghai Based)

  • Applications are considered on a rolling basis
  • Shanghai

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.

This role will be based in Shanghai and cover clients in the China Region.

About Client Success Account Manager

As a Client Success Account Manager, you will be acted as a trusted partner to empower our clients to continue to transform their business and meet their objectives through Meltwater solutions. You will ensure high customer satisfaction and help clients realize the values we add in their organization during the life of the client’s subscription, be responsible for managing ongoing post-sales outbound communication to clients and will partner across multiple parties (client acquisition team, product development team, technical support team and client insight team)to provide seamless client interaction and maintain strong relationships to help customers progress on their journey with us.

What you will be doing?

  • Develop and maintain strong relationships within assigned clients to ensure maximum satisfaction and retention levels
  • Create and implement Success Plans to drive clients towards the adoption of additional use-cases
  • Train new clients on how to use the Meltwater platform in a way that is tailored to their specific use-case and implementation.
  • Working closely with Renewal Manager to analyze data and trends to discover and identify the upsell/cross sell opportunities within your client bas

  • Proactively engage with key decision makers to identify clients needs, requirements and uncover roadblocks to ensure on- time commitments

  • Maintain and report forecast of renewals in your territory

  • Work collaboratively with sales operation to negotiate and execute the renewal contracts that align to client goals

  • Monitor clients usage data, health indicators, renewal dates and growth opportunities and translate into strategies for success

  • Develop a good understanding of typical business challenges faced by our clients and common objectives to appropriately map Meltwater features and associated business benefits to address their needs
  • Serve as the voice of client and collect feedback to drive continuous improvement across all areas including product

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

We would love to see…

  • At least 1 years experience in a client services/account management/project management, management consulting role at B2B solution selling company, ideally in SaaS industry.
  • University Degree of any disciplines with strong academic results.
  • Fluent in written and spoken English and Mandarin (mandatory).
  • Exceptional communication and interpersonal skills.
  • Outstanding conflict resolution, problem solving and negotiation ability.
  • Ability to work independently and as a member of collaborative teams.
  • Self-motivated, self-disciplined, and able to thrive in a fast-paced, client-focused environment.
  • Ability to analyze data to drive decision-making and recommendations.
  • A positive, target driven with natural leadership qualities.
  • A passion for entrepreneurship, solution selling and customer service.
  • Openness to feedback and dedication to consistent self-improvement.

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

Meltwater is a global leader in media intelligence software that helps companies make better, more informed decisions based on insights from the outside. Our software combines the power of AI with the most comprehensive source database in existence to empower our clients to make better and timely decisions.

With 55 offices, over 2000 employees across America, Asia Pacific, Europe, Middle East & Africa. We are dedicated to personal, global service built on local expertise. We also operates the Meltwater Entrepreneurial School of Technology (MEST), a nonprofit organization devoted to nurturing future generations of entrepreneurs.

We have won several awards as a Top Employer 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 2017” by Great Place to Work™. We're looking for exceptional candidates to contribute to our exponential growth in Greater China.

Our Culture

Our culture is based on a fundamental belief in people and the potential they possess.

  • Inspiring, Fun & Dynamic - We create a fun, ambitious, collaborative and international working environment where everyone is motivated by each other to discover new strengths and shine even brighter.

  • Entrepreneurial - We keep our entrepreneurial spirit alive —delighting in hard work and relishing the feeling of accomplishment that comes with it.

  • Celebrate Success & Keep Learning - We celebrate our victories without losing our drive to improve—whether in reaching personal goals or corporate milestones.

Check out our career site to learn more - https://www.meltwatercncareer.com

April Tang | Hiring Manager

I'm interested
Meltwater Greater China

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