Client Support Specialist at Meltwater

Key Responsibilities:

• Manage a portfolio of Enterprise Premium Support clients, ensuring their needs and objectives are met.
• Collaborate with the PSPM to activate the required support resources to address client requirements. Ensure the completion of the customer's scope of work, from activation to fulfillment.
• Handle day-to-day reactive requests through delegation to Managed Services, Product Support, or directly addressing them.
• Create alignment across all stakeholders regarding the scope of Enterprise support, ensuring a clear understanding of what is included.
• For complex or specific client requirements, create the "blueprint" for Searches and Dashboards, and provide guidance to Managed Services and/or Product Support to complete the project/task.
• Assist the PSPM in completing operational tasks required for software and/or service deliveries that fall outside the scope of work for Managed Services or Support pillars.
• Jointly own the Enterprise Support playbook with other CSSs, ensuring it is kept up-to-date and aligns with client needs and best practices.
• Collaborate with the PSPM, other CSSs, and Global Services leaders to continually develop our Enterprise support offering. Identify workflow inefficiencies and out-of-scope requests/work, supporting the PSPM in collaboration and alignment with Professional Services leaders and Sales.
• Monitor Enterprise support consumption within the portfolio and provide insights on key themes and challenges to the account Customer Success Manager (CSM) and/or PSPM as needed.

Qualifications:

• Proficiency in the Meltwater platform or the capability to become an expert.
• Strong understanding of Boolean and Data Structuring.
• Ability to understand complex business problems and apply strong analytical skills.
• Effective communication and presentation skills, with the ability to influence at all levels of the organization.
• Experience with larger-scale implementations and associated challenges and requirements in the Enterprise space.
• Ideally, 2+ years of Meltwater and/or SaaS experience, with multi-department experience being highly desired but not required.
• Experience in at least one major business domain area (Retail / Consumer Goods, Government, Communications / Media / Tech, Health / Life Sciences / Financial, Agency).
• Proven ability to work cross-functionally and collaboratively to achieve the best outcomes for customers and Meltwater.
• Fluent in both English plus either French, Arabic, German or Finnish, with strong written and verbal communication skills in both languages