Customer Success Manager managing a portfolio of SMB and mid - market accounts for HSI’s EHS solutions. Guiding customers to realise value and maximise product adoption in a fast - paced environment.
About the role
- Customer Success Specialist at Meltwater managing enterprise client support and enhancing customer experience in a hybrid role. Collaborating with teams to meet client requirements and advocate for best practices.
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 1+ years' experience in B2B 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 English
- Desirable languages: Portuguese, French, Spanish
- 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 flexible paid time off options for enhanced work-life balance
- Meltwater demonstrates a commitment to your well-being by contributing towards Discovery Health , ensuring robust healthcare coverage
- 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.
Job title
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