AI Success Strategist driving AI adoption and operational excellence for Zendesk. Leading AI roadmap delivery and ensuring measurable business impact for customers.
About the role
- Client Success Specialist at Meltwater managing enterprise premium support. Collaborating with teams to enhance customer experience in the SaaS industry.
Responsibilities
- 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.
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