Hybrid Enterprise Client Success Executive

at Meltwater

• Job title: Enterprise Client Success Executive
• Job type: Full Time
• Experience level: Senior, Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Sydney, Australia

About the role

• Client Success Executive at Meltwater driving value for enterprise-level customers through strategic partnerships and account growth. Collaborating with internal teams to maximize customer satisfaction and retention in a hybrid role.

Responsibilities

• 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.

Requirements

• Currently based in Australia with full working rights
• A career with at least 7-10 years experience across roles such as Customer Success, Account Management, Business Development, Sales or other client-facing positions.
• Exhibit industry-specific knowledge in areas such as media monitoring/intelligence, SaaS, PR, or Marketing - either directly or via a representative agency in these disciplines.
• A working understanding of Artificial Intelligence (AI) in business applications would be an asset.
• Experience managing revenue retention and growth goals
• Have worked with customers from solution end-users up to C-level executives and can multi-thread organisational contacts
• Demonstrated proficiency in effectively managing complex, multi-divisional, and multi-geographical client portfolios.
• Ability to think strategically, exhibit critical thinking and problem solving; working ahead for risk identification/mitigation and workflow prioritisation
• A talent for strong collaboration with cross-functional teams, including Sales, Product, Marketing, Support and Services, driving collective success.
• Thrive in fast-paced environments, exhibiting agility in multitasking and embracing diverse responsibilities.
• Ability to work in nuanced environments where immediate answers or solutions aren’t always clear
• Excellent written and verbal communication skills in English.
• Openness to embrace our hybrid work schedule, requiring presence in the office 3 days per week

Benefits

• Enjoy flexible paid time off options for enhanced work-life balance.
• Gym & wellness allowance through our partnership with ClassPass.
• Community Outreach Days get involved & undertake charity work or volunteer as paid days off, based on employee tenure.
• Employee assistance programs cover mental health, legal, financial, wellness, and behavior 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.