Meltwater

Customer Success Manager

Meltwater

full-time

Posted on:

Location Type: Hybrid

Location: Sydney • Australia

Visit company website

Explore more

✨ AI Apply
Apply

About the role

  • Collaborate with internal stakeholders, including Renewal Managers and Account Managers, to align customer needs effectively.
  • Provide strategic guidance and support to ensure comprehensive adoption of Meltwater solutions, maximizing value for customers.
  • Empower clients with tools and resources to cultivate strong advocacy, enhancing billing relationships.
  • Foster a deep understanding of customers' organizational context and objectives through close collaboration, tailoring solutions to their unique needs.
  • Seamlessly partner with the Account Manager team to identify upselling and cross-selling opportunities, driving overall customer account growth.
  • Proactively engage with accounts ahead of renewal dates to support renewals, mitigate risks, and address 'at-risk' accounts.
  • Take ownership of customer account gross retention, prioritizing high levels of satisfaction and loyalty.
  • Drive client engagement and product adoption to ensure ongoing value delivery.
  • Conduct thorough onboarding and training sessions for new customers, facilitating seamless integration with Meltwater solutions.
  • Gather customer feedback through executive business reviews, fostering continuous improvement and addressing evolving needs.
  • Identify expansion opportunities and communicate them to Account Managers, contributing to the growth and success of customer accounts.

Requirements

  • A Bachelor's degree or higher is preferred for this role.
  • Demonstrated expertise in customer success, account management, or a related field, backed by at least 3 years of hands-on experience in account management.
  • Exceptional communication and interpersonal skills, enabling the establishment and maintenance of strong customer relationships.
  • Results-driven mindset, dedicated to achieving customer satisfaction and fostering their success.
  • Proactive approach in identifying and addressing customer needs and opportunities promptly.
  • Collaborative spirit, adept at working closely with cross-functional teams to ensure seamless customer success.
  • Excellent written and verbal communication skills in [Language] and English.
  • Willingness to embrace the best of both worlds with our hybrid work schedule.
Benefits
  • Flexible paid time off options for enhanced work-life balance.
  • Gym & wellness allowance through our partnership with ClassPass.
  • Community Outreach Days get involved & undertake charity work or volunteer as paid days off, based on employee tenure.
  • Employee assistance programs cover mental health, legal, financial, wellness, and behavior areas to ensure your overall well-being.
  • Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
  • Energetic work environment with a hybrid work style, providing the balance you need.
  • Benefit from our family leave program, which grows with your tenure at Meltwater.
  • Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementonboardingtrainingupsellingcross-sellingcustomer feedbackrenewal managementrisk mitigationproduct adoption
Soft Skills
communicationinterpersonal skillsresults-drivenproactivecollaborativecustomer relationship managementproblem-solvingadaptabilityteamworkcustomer advocacy
Certifications
Bachelor's degree