Meltwater

Business Analyst

• Contribute to bespoke reports and project management for clients
• Collect, organize, and analyze customer research metrics
• Ensure timely delivery of high-quality reports
• Track deadlines and deliverables
• Craft qualitative analyses based on KPIs
• Address customer inquiries and concerns
• Conduct quantitative and qualitative analysis of media data
• Analyze mainstream and social media content
• Utilize Meltwater software, Excel, and PowerPoint for reporting

Insights Analyst

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

• 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.

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.