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Client Support Representative, Key Accounts

  • Applications are considered on a rolling basis
  • Singapore
  • Applications are considered on a rolling basis
  • Singapore

About Meltwater:

Our culture is based on a fundamental belief in people and the potential they possess. Our employees embody the ‘work hard, play hard’ spirit, and we are lucky to have some of the best and most talented people out there. We pride ourselves on taking great people and helping them do extraordinary things in a dynamic, global environment that fosters positivity, entrepreneurship, and teamwork.

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. With 55 offices and 2,000 employees worldwide, Meltwater is a truly global partner to over 30,000 of the world’s most respected brands which rely on Meltwater to help inform their MarCom strategies and decision making.

About the Department: Client Success

The Client Success team focuses on growing and engaging Meltwater’s existing client base. As a Client Support Representative, you will play a critical role in driving adoption, utilization, growth and retention by providing post-sales guidance and initiatives for our key clients in Southeast Asia. Success in this position requires excellent client service skills, strong product knowledge, and the ability to thrive in a fast-paced and team-focused environment.

Role: Client Support Representative, Key Accounts

Responsibilities:

  • Client-facing role where you work closely with Key Account Managers to provide excellent support to a portfolio of Meltwater’s clients with the largest wallet share in Southeast Asia
  • Ensure that clients derive maximum value from their investment in Meltwater’s solutions, keep product engagement high and increase client growth potential
  • Monitor client product usage data, health indicators, renewal dates and identify upsell and cross-sell opportunities, and pre-empt the Key Account Manager accordingly
  • Resolve complex client issues, collaborate with internal and external stakeholders to ensure timeliness, accuracy and quality of client deliverables, and ensure customer success
  • Participate in regular meetings / business reviews with clients to understand customer milestones, identify potential gaps and how else to improve their customer journey with Meltwater
  • Become an expert user on our SaaS platforms and extract reports by mining digital media and social media content based on each client’s individual parameters
  • Analyze data streams from multiple media channels to measure impact of clients’ brand marketing, public relations and social media outreach campaigns
  • Conduct Masterclasses to existing clients and set them up for success
  • Deliver positive client onboarding and implementation experience, and ensure well-executed & accurate solution roll-out

Requirements:

  • Attained Bachelor’s degree (in any specialization)
  • Currently based in Singapore
  • Entry level / up to 1 - 2 years of relevant work experience in sales, client servicing or account management
  • Dependable, diligent, independent and motivated individual
  • Keen on progressing towards account management role and eventually carry a sales quota
  • Highly skilled at multi-tasking with the ability to adapt and learn fast
  • Passionate about building relationships along with strong interpersonal skills
  • Experience engaging clients of all seniority levels
  • Dealt with complex or escalated customer situations, and able to navigate large organizations and gain executive level buy-in
  • 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

What We Offer:

  • Competitive remuneration package
  • Fast career progression & empowerment in your role
  • Flat hierarchy with diverse, high-performance & collaborative teams
  • Global presence & a uniquely Meltwater culture like no other
  • Both flexible work arrangements & vibrant offices with well-stocked pantries
  • Generous vacation leave & work-life balance

Meltwater Careers Page: https://careers.meltwater.com/

(#LI-SHSG)

Work with great people

Naresh Nehvin
Managing Director, Client Acquisition
"Meltwater has empowered me as a professional and individual. It has gifted me the rare opportunity to work with seasoned practitioners and industry leaders as a trusted consultant to their business."
Faten Amzah
Key Account Manager, Client Success
"Meltwater entrusted me to work independently with regional key decision makers from the start. It all boils down to the support and trust that we place in our most important asset - people!"
Amanda Shaw
Senior Manager, Client Success
"Meltwater teaches you to learn fast and fail quickly. We support a growth mindset, and from the most junior staff to senior management, everyone is accessible and supports each other's career."
Vilhelm Rudberg
Client Strategy Director
"The best thing about a Meltwater career is the abundance of challenge and opportunity - you are bound to realize and develop personal strengths you never knew existed!"

Great Place to Work

  • Competitive salary & bonuses

  • Work-life balance

  • Generous vacation leave & medical benefits

  • Vibrant office space and well-stocked pantry

  • Progression and empowerment

  • Diverse, high-performance & collaborative teams

  • Flat hierarchy and strong support groups

  • Global presence with flexible work arrangements

  • A uniquely Meltwater culture like no other

About the company

About Meltwater

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.

Culture

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.

  • Moro [‘mo(·)ro]
    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.

  • Respekt [re’spekt]
    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.

  • MER
    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.

Official Careers Page: https://careers.meltwater.com/

Meltwater Instagram Careers Page: https://www.instagram.com/meltwatercareers/


Meltwater Singapore - Talent Acquisition | Contact Person

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