Meltwater

Client Success Specialist, Enterprise

Meltwater

full-time

Posted on:

Location Type: Hybrid

Location: Tokyo • Japan

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About the role

  • Manage a portfolio of Enterprise Premium Support clients.
  • Handle day-to-day reactive requests by delegating tasks to Managed Services, Product Support, or addressing them directly as needed.
  • Responsible for overseeing the completion of the customer's scope of work.
  • Create "blueprints" for Searches and Dashboards, leveraging resources to address complex and specific client requirements effectively.
  • Monitors Enterprise support consumption within their portfolio and provides insights on key themes and challenges to the account Customer Success Manager (CSM) and/or Program Manager as needed.
  • Work closely with the Program Manager to continually enhance our enterprise support offerings through collaborative efforts.
  • Support Program Manager in completing operational tasks necessary for software and/or service deliveries.
  • Identify workflow inefficiencies or out-of-scope requests, and support the Program Manager in alignment among all stakeholders regarding the scope of Enterprise support.

Requirements

  • Bachelor’s degree or higher in any field, accompanied by a minimum of 2 years' experience in business-to-business client support, preferably within the SaaS industry.
  • Proficiency in at least one major business domain area (e.g., Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, Agency).
  • Strong analytical skills enabling effective problem-solving in business contexts.
  • Demonstrated capability to communicate, present, and influence convincingly across all organizational levels, both internally and externally.
  • Cross-functional collaboration skills, adept at leveraging resources to prioritize customer satisfaction with a client-centric mindset.
  • Experience with large-scale enterprise implementations, understanding associated challenges and requirements.
  • Proficient in Boolean logic and data structuring methodologies.
  • Excellent written and verbal communication skills in Japanese and English.
  • Highly desired: Korean language proficiency.
  • Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 3 days a week.
  • The ability to legally work in the country of hire is required for this position.
Benefits
  • Enjoy 20 days of annual paid time off plus an additional day off on your birthday !
  • Monthly wellness allowance to support your commitment to a healthy lifestyle.
  • Comprehensive health insurance tailored for you, complete with an annual health check.
  • Employee assistance programs covering mental health, legal, financial, wellness, and behaviour 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
SaaSBoolean logicdata structuring methodologiesenterprise implementationsanalytical skillsproblem-solving
Soft Skills
communicationpresentationinfluencecross-functional collaborationclient-centric mindsetcustomer satisfaction
Certifications
Bachelor’s degree