Meltwater

Customer Success Manager

• 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.

• Product implementation, risk mitigation, and ongoing customer support
• Collaborate with internal teams such as Renewal Managers and Account Managers
• Provide strategic guidance and support to customers to help them maximize use of our solutions
• Tailor solutions to align with customers' objectives
• Reach out to customers prior to contract renewal to resolve issues
• Onboard new customers and gather feedback for continuous improvement

Client Success Manager

• 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.

Client Success Specialist, Enterprise

• 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.
• 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.

Business Development Rep

• Conduct proactive outreach to generate new leads
• Run initial meetings to understand opportunities
• Qualify leads based on prospects' current situation
• Collaborate closely with the marketing team
• Maintain accurate CRM prospecting data
• Respond to inbound leads and engage in conversations
• Secure and schedule meetings for the sales team
• Monitor, track, and report on lead generation metrics
• Provide regular updates to the BDR Manager

Business Development Representative

Business Analyst

• Join Meltwater's Client Insights team as Insights Analyst, where you'll play a key role in transforming data into meaningful narratives for our clients.
• You’ll contribute to bespoke reporting, using both quantitative and qualitative analysis to uncover trends, identify opportunities, and guide strategic decisions.
• In this role, you’ll take ownership of report delivery workflows, coordinating internally as needed to ensure insights are delivered with consistency, clarity, and impact.
• Your work will blend data storytelling, critical thinking, and collaborative execution.
• Interpret customer requirements, translate them into clear reporting deliverables, including generating dashboards, query building and recurring or ad hoc report formats.
• Conduct quantitative and qualitative analysis of earned and owned media data, including social listening outputs, news coverage, and content performance, to identify key narratives, opportunities, and risks.
• Craft contextual insights based on performance metrics and KPIs, turning raw data into clear, concise storylines.
• Maintain visibility across reporting timelines, proactively communicate progress or blockers, and ensure methodological consistency and quality across all deliverables.
• Uphold visual and formatting consistency across deliverables, proofreading for clarity, data integrity, and narrative cohesion.
• Address customer inquiries and concerns regarding delivered reports, contributing to training and initiatives to enhance team knowledge and efficiency.
• Conduct quantitative and qualitative analysis of data to provide clients with insights on brand perception, performance, and industry trends.
• Own the reporting workflow from setup to delivery, ensuring clarity in expectations, smooth coordination with internal teams, and high-quality outputs for clients.
• Utilize Meltwater software, Excel, and PowerPoint to extract data, synthesize findings, and package insights in a way that informs strategic decisions.
• Develop strategies to improve report quality and objectives based on client feedback, ensuring timely completion of deliverables with high quality by effectively coordinating with the team.

Insights Analyst

Implementation Specialist

• As a Meltwater Implementation Manager , your primary responsibility is to facilitate a seamless onboarding experience for new Meltwater clients, ensuring the swift adoption of key features.
• Reporting to the Regional Onboarding & Adoption Manager, you will prioritise account setup and provide customized team training to ensure alignment with clients' objectives.
• Your role involves close collaboration with account teams and clients to ensure efficient knowledge transfer, precise solution installation, and configuration that surpasses client expectations.
• Collaborate seamlessly with colleagues across various teams, including Client Acquisition, Client Success, CX, Training, Global Support, and Product, to provide a tailored and flawless experience for your accounts.
• Initiate and nurture relationships with clients within the first 30 to 60 days of their subscription.
• Lead and manage client implementations to ensure smooth transitions.
• Establish yourself as a trusted advisor and expert across Meltwater's SaaS platforms.
• Assist in configuring and setting up the application to meet clients' desired outcomes effectively.
• Construct and manage complex Boolean logic queries and analytics for insightful data extraction.
• Develop customized reports and dashboards tailored to individual client parameters to assess the impact of their marketing, public relations, and social media outreach campaigns.
• Conduct both online and in-person training sessions to facilitate platform proficiency among clients.
• Coordinate and prioritize project tasks, manage timelines, and maintain comprehensive project plans.
• Drive engagement and adoption, fostering enthusiasm and passion through meaningful client interactions.
• Effectively communicate project status and deliverables with internal and external teams to ensure project success.
• Uphold client satisfaction through proactive follow-up, responsiveness, and clear communication.
• Track milestones and document client interactions and insights to enhance overall client experience and relationship management.

Implementation Manager

Collections

• Efficiently manage the accounts receivable process, encompassing tasks such as invoicing and issuing credit memos.
• Take proactive measures to engage customers, following up on outstanding invoices and swiftly resolving any payment discrepancies.
• Handle incoming payments with precision, ensuring accurate allocation and meticulous reconciliation of account balances.
• Conduct thorough investigations into billing disputes and promptly address customer inquiries, maintaining a focus on timely resolution.
• Develop and execute strategic collections initiatives aimed at minimizing bad debt and optimizing cash flow.
• Monitor ageing reports diligently, strategically prioritizing collection efforts based on customer payment behaviours and patterns.
• Generate comprehensive reports and insightful analytics to monitor collection activities and identify emerging trends.
• Collaborate seamlessly with cross-functional teams to streamline and enhance billing and collections processes.
• Cultivate and nurture positive relationships with customers, fostering an environment conducive to successful collection efforts.

Collections Analyst

AI Engineer

• Design, build, and deploy cutting-edge AI solutions that deliver autonomous, user-facing capabilities.
• Take ownership of end-to-end AI solution delivery, from initial concept through production deployment and ongoing optimization.
• Architect and implement LLM-powered applications & enrichments, multi-agent workflows, and autonomous AI systems.
• Orchestrate large language models, build sophisticated prompt engineering frameworks and fine-tuning, create robust RAG systems using vector databases and semantic search technologies.
• Deploy and operate these LLM applications at scale, ensuring they perform reliably in production environments.
• Containerize AI services, implement deployment pipelines for rapid iteration, and establish monitoring systems that track both performance metrics and AI-specific indicators like response quality, hallucination rates, and autonomous decision accuracy.
• Ensure AI systems are production-ready and enterprise-grade.
• Manage the infrastructure that powers AI applications, optimize for performance and cost-effectiveness, establishing automated evaluation frameworks for LLM applications, and build robust fallback mechanisms.
• Ensure AI systems meet security and compliance requirements while maintaining the ability to rapidly iterate and improve AI capabilities based on user feedback and performance data.

• Collaborate seamlessly with colleagues across various teams, including Client Acquisition, Client Success, CX, Training, Global Support, and Product, to provide a tailored and flawless experience for your accounts.
• Initiate and nurture relationships with clients within the first 30 to 60 days of their subscription.
• Lead and manage client implementations to ensure smooth transitions.
• Establish yourself as a trusted advisor and expert across Meltwater's SaaS platforms.
• Assist in configuring and setting up the application to meet clients' desired outcomes effectively.
• Construct and manage complex Boolean logic queries and analytics for insightful data extraction.
• Develop customized reports and dashboards tailored to individual client parameters to assess the impact of their marketing, public relations, and social media outreach campaigns.
• Conduct both online and in-person training sessions to facilitate platform proficiency among clients.
• Coordinate and prioritize project tasks, manage timelines, and maintain comprehensive project plans.
• Drive engagement and adoption, fostering enthusiasm and passion through meaningful client interactions.
• Effectively communicate project status and deliverables with internal and external teams to ensure project success.
• Uphold client satisfaction through proactive follow-up, responsiveness, and clear communication.
• Track milestones and document client interactions and insights to enhance overall client experience and relationship management.

Implementation Manager – Level 1

Sales

• Take charge of the complete deal execution process, from sourcing leads to negotiating and ultimately closing deals, ensuring a seamless experience for clients.
• Concentrate on selling to subsidiaries within the network of Enterprise parent accounts, leveraging existing relationships and identifying new opportunities for expansion.
• Engage in proactive account prospecting and outbound lead generation efforts to uncover untapped potential within the target market.
• Facilitate strategic handoffs at critical stages of the deal cycle, ensuring smooth transitions and alignment with predefined thresholds.
• Foster synergistic collaboration with paired Enterprise Account Executives, combining efforts to drive effective territory strategies and maximize sales outcomes.
• Continuously assess and refine sales approaches, leveraging insights from market trends and client feedback to optimize performance and achieve targets.
• Maintain meticulous records of sales activities, pipeline progress, and client interactions, providing valuable insights to inform strategic decision-making and drive continuous improvement.

Enterprise Corporate Sales II

• Conduct proactive outreach to generate new leads, researching and evaluating prospective opportunities to position Meltwater's services effectively.
• Run initial meetings to develop a comprehensive understanding of opportunities, prospect needs, and potential solutions.
• Qualify leads based on prospects' current situation and pain points, ensuring alignment with our business objectives before passing them to the Customer Acquisition organization.
• Collaborate closely with the marketing team to optimize lead generation strategies and align messaging with ongoing campaigns.
• Maintain accurate and up-to-date prospecting data in the CRM system to ensure efficient tracking and reporting.
• Proactively respond to inbound leads, engaging in initial discovery conversations and lead qualification.
• Secure and schedule meetings and demos for the quota-carrying sales team, ensuring a seamless handover of qualified opportunities.
• Monitor, track, and report on lead generation metrics to evaluate performance and identify areas for improvement.
• Provide regular updates and reports to key business stakeholders including the BDR Manager, contributing to the overall success of the business development function.

• Join us as an Enterprise Client Success Executive, where you'll play a crucial role in driving value and fostering long-term partnerships with our esteemed clientele.
• Collaborate closely with internal teams to align account activities with each customer's unique business case and strategic objectives.
• Execute meticulously on agreed-upon plans, adhering to mutually agreed timelines with the customer.
• Develop and maintain comprehensive joint impact plans for your top accounts within your portfolio, ensuring ongoing alignment and value delivery.
• Proactively inform and guide customers on new features and releases to enhance their experience and maximize value.
• Monitor adoption and utilization trends, offering tailored recommendations based on each customer's evolving business needs.
• Identify potential renewal risks and retention challenges, collaborating closely with internal and sales teams to secure successful renewals.
• Identify opportunities for upselling and expansion, enabling named Account Executives to drive growth effectively.
• Conduct regular, insightful customer business reviews to foster transparency, alignment, and mutual success.
• Act as the primary advocate for customers, channeling their feedback and insights to drive continuous improvement across all areas, including product development and service delivery.

Customer Success Manager

Client Success Manager

Client Success Specialist, Enterprise

Customer Success Manager

Business Development Representative

Insights Analyst

Implementation Manager

Customer Success Manager

Customer Success Manager

Collections Analyst

AI Engineer

Implementation Manager – Level 1

Enterprise Corporate Sales II

Business Development Representative

Client Success Executive – Enterprise