Meltwater

Account Manager

• Manage, renew, and foster growth within assigned accounts following their transition from the Client Acquisition team.
• Identify and leverage cross-sell opportunities within subsidiaries and parent-child accounts to expand client relationships.
• Recognize and pursue upsell opportunities to enhance sales growth and maximize revenue.
• Comfortably manage and achieve sales targets while overseeing the entire sales process from start to finish.
• Focus on driving sustainable, long-term growth while overseeing renewals, leveraging support from the Customer Success and Renewals teams.
• Develop customized account plans and strategies aimed at optimizing customer retention and stimulating account growth.
• Identify and actively pursue expansion opportunities within accounts, including upselling and cross-selling initiatives.
• Collaborate closely with the Customer Success team to drive ongoing engagement and utilization of our solutions.
• Partner with Renewals Representatives to ensure robust account retention and skillfully negotiate pricing agreements.
• Cultivate and nurture strong relationships with key stakeholders within assigned accounts, driving both engagement and satisfaction.
• Monitor customer usage patterns to inform strategic renewal and product expansion approaches.
• Implement proactive sales processes to effectively counter competitive threats during renewal negotiations.

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

Solutions Engineer

• Design scalable commission plan architectures and incorporate data from Salesforce that support our sales commissions compensation plans in SPIFF.
• Build and maintain custom Salesforce integrations and data syncs to automate commission calculations.
• Lead configuration in SPIFF by building coded logic (excel format formulas) to calculate commissions and designing new compensation plans as required.
• Work with stakeholders to understand business requirements and translate them into technical solutions for end-to-end plan builds.
• Develop dashboards and external reporting to monitor and track SPIFF performance and commission payouts.
• Ensure that commission logic is accurate, timely, and compliant with business rules and regulations.
• Provide ongoing support for the commissions team by troubleshooting and resolving system-related issues.
• Develop and deliver training to the commissions team on SPIFF management and plan design.
• Maintain system documentation, including design specs, configurations, and user guides.
• Recommend best practices for system use and process improvements.

Compensation Solutions Architect

Customer Success Manager

• Collaborate with your peers in Sales, Client Success, Global Support, and Product to provide your accounts with a flawless experience regardless of their needs.
• Partner with Customer Success Executives to ensure that the solution delivered is aligned to the Decision Makers’ goals and success criteria.
• Build relationships with clients from the get-go after they become a client of Meltwater.
• Lead and manage client implementations, client adoption and post-sale journey.
• Become a trusted advisor and function as a product expert across Meltwater’s SaaS platforms.
• Assist in configuration and setup of the application to drive the client’s desired outcomes.
• Build and Manage complex Boolean logic queries and analytics.
• Create reports and dashboards based on client’s individual parameters to measure the impact of clients’ brand marketing, public relations and social media outreach campaigns.
• Deliver and facilitate online and in-person training and post sales engagement.
• Coordinate and prioritize project tasks, manage timelines, and maintain both the onboarding, adoption and optimization phases.
• Drive engagement and adoption fostering an environment of enthusiasm and passion through these client interactions.
• Effectively communicate project status and deliverables with internal and external teams to ensure client success.
• Ensure client satisfaction through follow-up, responsiveness, and effective communication.
• Track milestones and document client interactions and learnings in our Customer Success Tool.

Client Success Specialist

Account Executive

• A 100% closing B2B sales role targeting small and mid-sized businesses in the Spanish market
• Full ownership of the sales process using MEDDIC and SPICED methodologies among others.
• Management of a pipeline of approximately 300 SMB prospects, built progressively with the goal of converting leads into customers
• Achieving and exceeding quarterly quotas with an over-performance mindset
• Staying up to date with product evolutions, competitors and market trends
• Collaborate closely with Solution Consultants, Sales Peers, Customer Success, and Onboarding teams to ensure a seamless customer journey.

Account Executive – SMB, Spanish Market

Customer Support

• 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 Executive and/or Program Manager as needed
• Work closely with the Customer Success Executive to continually enhance our enterprise support offerings through collaborative efforts
• Support Customer Success Executive in completing operational tasks necessary for software and/or service deliveries
• Identify workflow inefficiencies or out-of-scope requests, and support the Customer Success Executive in alignment among all stakeholders regarding the scope of Enterprise support

Client Support Specialist, Arabic Speaking

• 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.

Enterprise Client Success Executive

• Identify opportunities within the dynamic mid-market segment, driving targeted outreach initiatives and harnessing the momentum generated by our proactive Business Development and Marketing teams.
• Captivate potential clients with engaging product demonstrations and persuasive sales presentations that showcase the value of Meltwater's solutions.
• Tailor carefully crafted proposals that not only address client needs but also exceed expectations, setting the stage for lasting partnerships.
• Serve as a trusted advisor throughout the purchasing journey, guiding prospects with confidence and clarity through solution exploration and pricing considerations.
• Champion win-win outcomes through skilled negotiation of contract terms and pricing, ensuring alignment and satisfaction on all fronts.
• Seize every opportunity for growth by identifying upselling opportunities and nurturing relationships beyond the initial sale, fostering loyalty and trust.
• Thrive in a results-driven environment by consistently surpassing sales targets and securing deals at competitive price points.
• Foster seamless integration and ongoing success by collaborating closely with internal teams, leveraging collective expertise to deliver unparalleled customer experiences.

Software Engineer

• Build and lead an Engineering Operations function that increases delivery efficiency, release quality, and production reliability across the product engineering organization.
• Partner with Product on planning and commitments while owning the engineering operating system: metrics, SDLC standards, release governance, incident discipline, and responsible adoption of AI-assisted engineering practices.
• Design, implement, and lead the engineering operating system, creating clarity in how work moves from plan to production, how reliability is protected, and how modern AI-assisted practices are adopted safely and effectively across the organization.
• Standardize engineering metric definitions and instrumentation across teams.
• Publish and maintain a trusted engineering scorecard and drive action from the data.
• Define and drive adoption of SDLC standards and establish lightweight compliance mechanisms through automation and tooling where feasible.
• Implement release readiness gates and disciplined rollout/rollback expectations.
• Mature incident management practices in partnership with Product, Engineering, and Support leadership.
• Define approved use cases and guardrails for AI-assisted development across coding, testing, review, documentation, and operations.
• Hire and develop a small team over time as scope demands (programs, release readiness, developer productivity, metrics).

Director of Engineering Operations

• Work closely with internal teams to align account activities with each client's strategic objectives and specific needs
• Execute agreed plans meticulously, meeting deadlines mutually established with the client
• Develop and maintain comprehensive joint impact plans for your key accounts
• Proactively inform and guide clients on new features and updates
• Monitor adoption and usage trends
• Identify potential churn risks and retention challenges
• Identify upsell and expansion opportunities
• Conduct regular, clear business and strategic reviews
• Act as the primary advocate for clients

• 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.

Bilingual Customer Success Manager II – Portuguese Speaking

Director

• Develop, update, and execute a comprehensive multi-year partnership strategy with our cloud partners and the partner ecosystem.
• Drive joint Go-To-Market (GTM) initiatives to enhance Meltwater’s presence and solutions in the Co-sell and cloud partners Marketplace.
• Build and nurture relationships with key cloud partner stakeholders.
• Serve as the primary point of contact for all matters related to our cloud partnerships, ensuring effective collaboration and alignment.
• Coordinate and align cross-functional teams to enable joint selling motions.
• Promote and facilitate integration of Meltwater and cloud partner solutions to drive mutual growth.
• Define clear objectives, milestones, and KPIs to monitor and report on partnership performance, ensuring alignment with strategic goals.
• Represent Meltwater in partner meetings and events.
• Identify and leverage opportunities for co-marketing and co-selling with cloud partners.
• Actively drive joint pipeline development, enabling new customer acquisition and existing customer retention and expansion.
• Evangelize our cloud partnerships internally and externally.
• Conduct training sessions to educate stakeholders on the value proposition of our cloud partnerships.

Global Partner Director

• Join us as an Client Success Executive (CSE), where you'll play a crucial role in driving value and fostering long-term partnerships with our Enterprise-level customers.
• As a CSE, you'll be at the forefront of the post-sale lifecycle, dedicated to ensuring the success of our customers' investments, aligning with their business objectives, and facilitating organizational growth.
• Your primary focus will be on nurturing relationships with key stakeholders, serving as a trusted advisor to our customers, and deeply understanding their unique business needs.
• By leveraging your expertise and insights, you'll guide our clients towards achieving their KPIs, driving retention, renewal, and growth across your portfolio.
• Collaborate closely with internal teams to align account activities with each customer's unique business case and strategic objectives.
• Co-develop and execute on agreed customer 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 teams to secure successful renewals.
• Identify opportunities for upselling and expansion, enabling account and portfolio-level growth.
• 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.