Meltwater helps companies make better, more informed decisions based on insights from the outside. We believe that business strategy will be increasingly shaped by insights from online data. Organizations will look outside, beyond their internal reporting systems to a world of data that is constantly growing and changing. Our customers use these insights to ...
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Meltwater is hiring an Arabic speaking Client Support Specialist based in Cape Town. We’re searching for individuals like yourself to join our dynamic team and enhance our customer experience in the Premiums Support portfolio. As a Client Support Specialist, you will closely collaborate with the Customer Success Executive (CSE) and Sales to ensure customer requirements are fulfilled. You will advocate for innovation and best practice adoption, and leverage technology to address challenges.
What You’ll Do:
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 Executive and/or Program Manager as needed
Work closely with the Customer Success Executive to continually enhance our enterprise support offerings through collaborative efforts
Support Customer Success Executive in completing operational tasks necessary for software and/or service deliveries
Identify workflow inefficiencies or out-of-scope requests, and support the Customer Success Executive in alignment among all stakeholders regarding the scope of Enterprise support
What You’ll Bring:
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
Excellent written and verbal communication skills in English and Arabic.
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
Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 2 days a week.
The ability to legally work in the country of hire is required for this position.
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