Customer Success Manager helping clients achieve measurable outcomes leveraging Shook’s AI - powered creative intelligence and short - video production. Collaborating with performance marketing teams across Europe.
About the role
- Customer Success Manager at Meltwater facilitating client success through strategic guidance and product adoption. Engage with seasoned account managers in a hybrid work environment to maximize customer value.
Responsibilities
- 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.
Requirements
- A Bachelor's degree or higher is preferred for this role
- Demonstrated expertise in customer success, account management, or a related field, backed by at least 3 years of hands-on experience in account management.
- Exceptional communication and interpersonal skills, enabling the establishment and maintenance of strong customer relationships.
- Results-driven mindset, dedicated to achieving customer satisfaction and fostering their success.
- Proactive approach in identifying and addressing customer needs and opportunities promptly.
- Collaborative spirit, adept at working closely with cross-functional teams to ensure seamless customer success.
- Excellent written and verbal communication skills in English
- 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
- Flexible paid time off that allows you to have an enhanced work-life balance
- Excellent medical, dental, and vision options
- 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.
- Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
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