As a Client Success Representative, you will be at the cutting edge of the media intelligence space by driving strategy and widespread product adoption among a small portfolio of our high yield and high potential clients. You will build a long term relationship with the clients through proactive consultation, education, and support, with the aim of supporting the managers to maximize the sales revenue at each client account and most importantly, challenge existing norms within our industry and act not only as an expert in Meltwater's product set, but as an extension of our clients communication and marketing teams. You will be a part of Meltwater's growing account management team, a group of our most highly skilled and most engaging employees.
Success in this position requires exceptional consultation, coaching and client servicing skills, strong business acumen, the ability to thrive in a dynamic, team-focused environment, and a passion for helping clients achieve results. Measures of success include client relationship development, client satisfaction and retention levels, and contribution to the overall sales team.
What you will be doing?
Work with key account managers on managing a high yield and high potential enterprise client portfolio (varies from 1-2 million USD) to make sure they are achieving their desired outcomes are educated on best practices, renew, and expand their contracts
Guide customers through onboarding, implementation, account management and learn how to do renewals at Meltwater.
Build positive, strong, long-lasting relationships within the client's organization at all levels including C-Suite Executives, decision makers, and end users through frequent client engagement & numerous proactive customer touch points to increase value and drive market share
Provide timely assistance and support to clients regarding their queries and issues related to our solutions, making sure to prioritise client satisfaction
Anticipates customer needs and adapts strategic plans in order to achieve mutually beneficial long-term objectives and goals
Work with managers and various BU's within Meltwater to proactively identify issues that may impact a renewal, and engage all available resources to resolve any knots
Inform and drive knowledge by challenging the status quo across traditional and social channels
Know Meltwater and enterprise solutions inside out, demonstrates a mastery of Meltwater products and solutions.
Be an expert on account management. Understand how to set, manage and exceed expectations with clients.
Understands the media intelligence competitive landscape
Skills & Requirement
What we would like to see from you
Bachelor’s Degree in any discipline with strong academic results
1-2 years client facing/project management experience in PR/Marketing related industry.
Fluent in written and spoken English and Mandarin (mandatory)
Ability to internalize Meltwater value proposition to communicate and customize it effectively
Derive great enjoyment being in client servicing roles with a naturally strong customer focus
Passionate about building relationships along with excellent interpersonal skills
Experience engaging clients of all seniority levels
Demonstrate thoughtful leadership in assessing problems/opportunities and recommending an approach to solving problems and pursuing opportunities.
Ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment
Strong empathy for customers, plus a passion for influencing customer revenue and growth
Ability to think outside the box as needed with an instinct for creativeness
Hunger to learn and improve
What do we offer?
A structured and extensive training to ensure you are highly developed professionally and personally
Comprehensive training on our principles, values, products, sales methodology, business skills and industry specific knowledge through classroom, on the job training, online learning, workshops and conferences
Receive enormous support and mentorship from the managers around you to ensure you are developing as fast as your potential allows. You will set measurable goals to achieve and receive constructive feedback from the manager constantly and on a regular basis
A fast track career development - You own it, you decide it
You will have the opportunity to be an Account Manager within 9-12 months.
The perks of working with us!
Competitive Compensation Package
20 paid holidays, on top of that, we have compassionate leave, personal leave, special leave, and other types of personal time off to make sure you have a great work-life balance
Business travel life insurance
Get the real responsibilities from DAY 1!
Fun, ambitious, and international working environment
Fun team outings
Immerse yourself in the cutting-edge social media intelligence technology
Various online and offline training programs with a focus of employees’ personal career development
Well stocked kitchen
Founded in 2001, headquartered in San Francisco, Meltwater is the global leading AI-powered media monitoring, social listening & PR Analytics software. Our mission is to help companies make better and more informed decisions. With over 2000 employees and 55 offices globally, we help over 30,000 companies to stay on top of billions of online conversations, extract valuable data, and consult our clients to transform their businesses in this new digital reality.
Meltwater is recognized as a great place to work for talents globally. We have won several Top Employer awards worldwide and most recently been accredited as “Asia's Best Multinational Workplaces”, “Best Companies to Work For in Hong Kong”, “Best Companies to Work For in Greater China” by Great Place to Work™.
Meltwater operates the Meltwater Entrepreneurial School of Technology (MEST), a nonprofit organization devoted to nurturing future generations of entrepreneurs. MEST has invested over $20million into training 400+ individual entrepreneurs and invested in over 50 early stage tech startups. Learn more about us on https://www.meltwater.com/ and https://outsideinsight.com/
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.
Our Belief in People
For almost 20 years, Meltwater has maintained a very unique culture based on a foundation and belief in people and the potential they possess, regardless of experience. Our motto? When you have the right people in the right working environment, great things happen. There are 2,000 members of the Meltwater family residing in 55 offices across 25 countries around the world. No matter what office you’re in, you’ll be surrounded by the best colleagues you’ve ever had.
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.
At Meltwater, the average isn’t good enough. Our goal is to build a groundbreaking company where our people aspire to exceed their personal expectations. We only promote our leadership team from within the company, and our goal is to facilitate your long-term professional growth.
We keep our entrepreneurial spirit alive within every team and every department — delighting in hard work and relishing the feeling of accomplishment that comes with it.
Our values are at the core of our culture, and they can be summed up by the acronym MER, which means morein Norwegian. These values are our commitment to our employees and our customers.
Norwegian for “Fun.” We believe that in order to become successful as a whole, we should all enjoy ourselves. That’s why we promote a fun, collaborative working environment.
Enere [‘e nðr’e] Norwegian for “Number One.” At Meltwater, average isn’t good enough. Our goal is to build a groundbreaking company supported by a thriving culture in which our people aspire to exceed their personal expectations.
Norwegian for “Respect.” We believe it matters how a company or an individual becomes number one. Striving to be the best doesn’t mean sharp elbows: we should all treat our colleagues and customers with respect and humility.
An acronym for Moro, Enere and Respekt, which creates the Norwegian word “More.” We celebrate our victories without losing our drive to improve — whether in reaching personal goals or corporate milestones. Though simple on the surface, our values guide us in everything we do, from how we prioritize our objectives and make decisions to how we clarify expectations and measure our success.