Customer Success Manager – Digital/Marketing Cloud
Salesforce
Cloud
Customer Success Specialist, French, Spanish Speaking
Meltwater
full-time
Posted on:
Location Type: Hybrid
Location: Amsterdam • 🇳🇱 Netherlands
Visit company websiteJob Level
JuniorMid-Level
About the role
- Manage a portfolio of Enterprise Premium Support clients, ensuring their needs and objectives are met
- Collaborate with the PSPM to activate the required support resources to address client requirements
- Ensure the completion of the customer's scope of work, from activation to fulfillment
- Handle day-to-day reactive requests through delegation to Managed Services, Product Support, or directly addressing them
- Create alignment across all stakeholders regarding the scope of Enterprise support, ensuring a clear understanding of what is included
- For complex or specific client requirements, create the "blueprint" for Searches and Dashboards, and provide guidance to Managed Services and/or Product Support to complete the project/task
- Assist the PSPM in completing operational tasks required for software and/or service deliveries that fall outside the scope of work for Managed Services or Support pillars
- Jointly own the Enterprise Support playbook with other CSSs, ensuring it is kept up-to-date and aligns with client needs and best practices
- Collaborate with the PSPM, other CSSs, and Global Services leaders to continually develop our Enterprise support offering
- Monitor Enterprise support consumption within the portfolio and provide insights on key themes and challenges to the account Customer Success Manager (CSM) and/or PSPM as needed
Requirements
- Proficiency in the Meltwater platform or the capability to become an expert
- Strong understanding of Boolean and Data Structuring
- Ability to understand complex business problems and apply strong analytical skills
- Effective communication and presentation skills, with the ability to influence at all levels of the organization
- Experience with larger scale implementations and associated challenges and requirements in the Enterprise space
- Ideally, 2+ years of Meltwater and/or SaaS experience, with multi-department experience being highly desired but not required
- Experience in at least one major business domain area (Retail / Consumer Goods, Government, Communications / Media / Tech, Health / Life Sciences / Financial, Agency)
- Proven ability to work cross-functionally and collaboratively to achieve the best outcomes for customers and Meltwater
- Fluent in both French and Spanish, with strong written and verbal communication skills in both languages.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Meltwater platformBooleanData Structuringanalytical skillsEnterprise implementationsSaaS experience
Soft skills
effective communicationpresentation skillsinfluencecross-functional collaborationproblem-solving