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, Greater China and Japan 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/
Our culture is based on a fundamental belief in people and the potential they possess.
We create a fun, ambitious, collaborative and international working environment where everyone is driven by a growth mindset
We are proud of our entrepreneurial spirit - we organically built our business by developing our own leadership and nurturing talent
We celebrate our victories but don’t rest on old laurels —whether in reaching personal goals or corporate milestones
Meet with the team
At Meltwater, we work hard to ensure clients realize business value at every stage in their journey with us. The Client Success team is committed to delighting our clients with every interaction - from understanding clients’ needs to delivering the right set of offerings that result in highly successful clients.
About this role
You will work closely with your key account manager and act as the trusted partner for our key account clients to consult them on how to use our platforms to meet their business objectives.
You will provide them with training and best practices that ensure the most optimal client experience. You will be the main point of contact to support client requests and to enhance platform setup to best satisfy their objectives and business directions.
You will partner with various parties to provide a seamless client experience and always have your clients' best interests in mind to ensure they are set up for success using Meltwater.
What will you be doing
Support the Key Account Manager to develop and maintain strong relationships with clients from a multitude of industries to ensure maximum satisfaction and retention levels
Partner with various departments, including Business Development, Client Insights, Engineering and Marketing to not only deliver the best client experience, but also to resolve client issues
Serve as the primary contact for key clients and solve problems related to product features, technical issues, reporting deliverables and platform optimization
Alert and provide real-time insight to clients immediately if there are any crises, important events and critical trends
Liaise with the Client Insights team to conduct media analysis and research
Develop workflows with Managing Director to ensure maximum platform engagement and usership which includes constant training, proactive consultation for product and process improvement
Achieve team targets for client response times, service level and customer satisfaction, as established by Managing Director and Client Experience Director
What we would like to see from you
1+ years of customer-facing work experience
Native level in Japanese (JLPT N1) and fluent in English
Exceptional verbal and written communication skills
Strong customer focus and ability to deliver great customer experiences
Excited about working with mainstream and social media data
Ability to prioritize, multitask and perform in a highly dynamic work environment
Ability to analyze data and draw meaningful insights that drive decision-making
Strong ability to quickly grasp and break down problems
Openness to feedback and dedication to consistent self-improvement
The perks of working with us
20 paid holidays
Training program, conference, seminar for your personal and professional growth
Comprehensive Medical insurance for you
Fun, ambitious and international working environment
Flat hierarchy and strong support groups
Global presence with opportunity to travel
Fun team outings
Vibrant office space and well-stocked pantry
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 more in Norwegian. These values are our commitment to our employees and our customers.
Visit our Careers Page and find out more!
Greater China: https://www.meltwatercncareer.com/