Careers at Meltwater

• We're on the hunt for a dynamic individual like you to join our team. As a Salesforce Analyst, you'll take the reins in managing and optimizing our Salesforce platform, driving support for our sales and marketing teams in achieving their goals. This role collaborates with stakeholders to grasp business requirements, configuring Salesforce to meet those needs, and providing ongoing support to users. 
• Joining Meltwater means stepping into a realm of boundless personal and professional growth opportunities. We're dedicated to cultivating a culture where every team member feels empowered to be their authentic selves while pushing their skills and capabilities to new heights. Picture yourself surrounded by a supportive network of colleagues who actively foster talent, providing robust support systems, and mentorship, and placing a strong emphasis on collaboration. 

What You’ll Do:

• Customize and configure Salesforce to meet business needs and adhere to best practices, encompassing tasks such as creating custom objects, fields, flows, validation rules, and reports/dashboards.
• Administer user roles, profiles, permissions, and data access to uphold security standards and ensure data integrity.
• Provide ongoing support to Salesforce users, swiftly resolving issues, troubleshooting errors, and addressing user inquiries in a timely manner.
• Translate user stories representing complex business problems into solutions built on the Salesforce platform.
• Execute routine data management tasks, including imports, exports, and cleanup, to uphold data accuracy and consistency.
• Develop and maintain comprehensive documentation, training materials, and best practices to facilitate user adoption and optimize Salesforce utilization.
• Remain abreast of Salesforce updates, releases, and best practices, proactively identifying opportunities to leverage new features and functionalities to drive business value.

What You’ll Bring:

• Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.
• Salesforce Administrator certification (ADM 201) is required; additional certifications such as Advanced Administrator (ADM 211) or Sales Cloud Consultant are preferred.
• 2+ years of experience as a Salesforce Administrator, including hands-on configuration and customization experience.
• Strong analytical and problem-solving skills, with the ability to understand complex business processes and translate them into technical solutions.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.
• Proven ability to work independently and prioritize tasks in a fast-paced environment.
• 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.

go to method of application »

• Are you excited about harnessing the power of Meltwater and partnering with us as we expand our operations? If so, we're actively seeking professionals like you to join our dynamic team as a Compensation Solutions Architect. In this critical role, you’ll design and maintain our sales compensation plans, using SPIFF & Salesforce. The role will be key in optimizing our systems and creating seamless, data-driven solutions for our commissions team using SPIFF. If you’re excited about creating impactful solutions and be a subject matter expert in commissions automation that drive performance and business success, this is the place for you!
• As the Compensation Solutions Architect for Sales Compensation, you will be responsible for building and configuring the technical infrastructure behind our commission calculations using SPIFF and Salesforce. This includes configuring Salesforce objects in SPIFF, ensuring the integrity of commission data, providing implementation support, and creating user training materials. You will collaborate closely with the commissions, global compensation, FP&A, rev ops, and sales teams to ensure the accuracy and efficiency of our incentive programs. This is a high-impact role and will be the go-to expert for everything related to SPIFF – from designing compensation plans in SPIFF, understanding system issues, and developing solutions, to ensuring data integrity and optimizing performance. You will hold full accountability for the role in managing SPIFF, the commissions tool and will be instrumental in aligning our compensation strategies with business goals.

What You’ll Do:

• Design scalable commission plan architectures and incorporate data from Salesforce that support our sales commissions compensation plans in SPIFF.
• Build and maintain custom Salesforce integrations and data syncs to automate commission calculations.
• Lead configuration in SPIFF by building coded logic (excel format formulas) to calculate commissions and designing new compensation plans as required.
• Work with stakeholders to understand business requirements and translate them into technical solutions for end-to-end plan builds.
• Develop dashboards and external reporting to monitor and track SPIFF performance and commission payouts.
• Ensure that commission logic is accurate, timely, and compliant with business rules and regulations.
• Provide ongoing support for the commissions team by troubleshooting and resolving system-related issues.
• Develop and deliver training to the commissions team on SPIFF management and plan design
• Maintain system documentation, including design specs, configurations, and user guides, Recommend best practices for system use and process improvements.

What You’ll Bring: 

• A Bachelor's degree, accompanied by a track record of academic excellence and active involvement in extracurricular activities, demonstrating your commitment to personal and professional growth.
• Certification in Salesforce Admin or Salesforce Architecture is preferred but not required.
• Experience with other compensation management tools (example : SPIFF, Xactly, Varicent etc)
• Background in SQL, Cloud platforms (AWS, Azure or Google Cloud), Tableau or Power BI.
• Strong experience with Salesforce development and architecture.
• Proven expertise in designing and implementing compensation tools or commission management solutions.
• Understanding sales compensation processes, particularly around SPIFF and incentive programs.
• Knowledge of how commissions are structured with a strong background in excel and formula for coding within SPIFF.
• Data integration skills and mapping various data flows – Salesforce, Workday, Tableau and API management.
• Ability to work with complex data and ensure accuracy and integrity in commissions reporting.
• Strong communication skills and the ability to collaborate effectively with a globally distributed team across various time zones.
• Experience in user training and documentation creation/management
• A high level of business acumen and influencing skills at all levels of the organization, enabling you to effectively navigate and drive results in a dynamic environment.
• Proven ability to collaborate with diverse teams to achieve successful results, fostering a culture of teamwork and innovation.
• Openness to embrace our hybrid work schedule, requiring presence in the office one day per month.
• The ability to legally work in the country of hire is required for this position.

go to method of application »

• As a Meltwater Client Onboarding & Implementation Manager to support the EMEA market, your primary responsibility is to facilitate a seamless onboarding experience for new Meltwater clients, ensuring the swift adoption of key features. Reporting to the Regional Onboarding & Adoption Manager, you will prioritise account setup and provide customized team training to ensure alignment with clients' objectives. Your role involves close collaboration with account teams and clients to ensure efficient knowledge transfer, precise solution installation, and configuration that surpasses client expectations.
• Joining Meltwater means immersing yourself in a culture of continuous growth and development. Our environment is tailored to nurture your leadership skills, encourage collaboration, and uphold principles of inclusive leadership. Collaborate with seasoned professionals and influential leaders who are committed to guiding you towards success.
• Partner with us, and you'll integrate into a vibrant community that recognizes and celebrates your contributions, empowering you to make a meaningful impact. 

What you will do:

• Collaborate seamlessly with colleagues across various teams, including Client Acquisition, Client Success, CX, Training, Global Support, and Product, to provide a tailored and flawless experience for your accounts.
• Initiate and nurture relationships with clients within the first 30 to 60 days of their subscription.
• Lead and manage client implementations to ensure smooth transitions.
• Establish yourself as a trusted advisor and expert across Meltwater's SaaS platforms.
• Assist in configuring and setting up the application to meet clients' desired outcomes effectively.
• Construct and manage complex Boolean logic queries and analytics for insightful data extraction.
• Develop and set-up customized reports and dashboards tailored to individual client parameters to assess the impact of their marketing, public relations, and social media outreach campaigns.
• Conduct both online and in-person training sessions to facilitate platform proficiency among clients.
• Coordinate and prioritize project tasks, manage timelines, and maintain comprehensive project plans.
• Drive engagement and adoption, fostering enthusiasm and passion through meaningful client interactions.
• Effectively communicate project status and deliverables with internal and external teams to ensure project success.
• Uphold client satisfaction through proactive follow-up, responsiveness, and clear communication.
• Track milestones and document client interactions and insights to enhance overall client experience and relationship management.

What you will bring:

• A Bachelor's degree or higher and a minimum of 2 years of relevant experience in a client-facing role within software implementation, support or client management
• Excellent written and verbal communication skills in English and Arabic.
• A strong executive presence, coupled with excellent verbal and written communication skills, enables you to effectively convey ideas and build rapport.
• Empathy and an innate ability to understand customer needs, fostering rapid relationship development.
• Business acumen and a comprehensive understanding of diverse departmental and industry requirements.
• A customer-centric mindset, recognizing the significance of maintaining robust customer relationships.
• Strong problem-solving skills and exceptional organizational abilities, encompassing prioritization, scheduling, and time management.
• Demonstrated proficiency in presentation skills, adept at facilitating online meetings, delivering comprehensive training sessions, and collaborating with clients to address concerns.
• A deep understanding of and passion for media, news, and current affairs.
• Experience in crafting complex Boolean queries, underscoring your proficiency in data analysis and extraction techniques.
• 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.

go to method of application »

• 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. 
• Joining Meltwater means entering a space where you'll grow both personally and professionally. Our environment is all about helping you develop your talents, offering mentorship, and embracing inclusive leadership principles. You'll work alongside experienced colleagues and supportive leaders who are committed to guiding you.
• Be part of our lively community, where we celebrate your unique contributions and encourage you to reach your full potential. Let's team up and dive into the world of client support, making a real difference together.

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.
   

go to method of application »

What We’re Looking For: 

• Ready to explore the world of Product Support Engineering at Meltwater? We’re on the lookout for individuals like yourself to join our team and elevate our customer experience. When you come aboard, you will be responsible for providing technical assistance and supporting clients in utilizing our products and services effectively. Your strong technical skills and problem-solving abilities are crucial in delivering exceptional services to our clients.
• Meltwater isn't just about work; it's a pathway to personal and professional evolution. Here, you'll immerse yourself in an ecosystem that cultivates your skills, promotes mentorship, and advocates for inclusive leadership. Engage with experienced Product Support Engineers and accomplished leaders who stand ready to support you at every turn.
• Join our dynamic community, where we celebrate your distinct contributions and empower you to realize your full potential. 

What You’ll Do:

• Collaborate with an international team to provide support for our Global Portfolio of Customers spanning various industries.
• Manage, prioritize, and troubleshoot a pipeline of tickets, application requests, and project activities efficiently.
• Promptly respond to system-generated alerts/escalations concerning any service platform failures.
• Collaborate across teams to troubleshoot issues, identify root causes, and implement effective solutions.
• Proactively interact with both internal and external customers to ensure the highest level of client satisfaction is attained.
• Ensure clear, concise, and effective communication with customers, vendors, and internal stakeholders at Meltwater.
• Enforce support case management guidelines, meeting SLAs, and diligently maintain case updates within the Support System of Record (Jira).
• Administer a variety of technical projects focused on maintaining Meltwater applications and enhancing Product Support workflows, tools, and efficiencies.
• Drive and implement new initiatives to enhance support in the client lifecycle, including designing solutions, engaging stakeholders, documenting standards for best practices, providing feedback, and designing newsfeeds for client engagement.

What You’ll Bring:

• Bachelor’s degree or higher, preferably in Computing or Engineering.
• 1-3 years of relevant work experience.
• Demonstrated ability to collaborate and approach problem-solving with a focus on enhancing customer experience and fostering interdepartmental collaboration.
• Skilful in prioritizing requests to optimize efficiency and promote team synergy.
• Familiarity with web technologies such as HTML, CSS, JavaScript, and HTTP, as well as familiarity with jQuery, Regular Expression, etc is advantageous.
• Familiarity with MongoDB/NoSQL or MySQL/MSSQL databases is advantageous
• Strong troubleshooting, problem-solving, investigation, and diagnostic skills.
• Experience with ticketing systems like JIRA, Intercom, or similar live chat platforms is advantageous.
• 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 2 days a week.
• The ability to legally work in the country of hire is required for this position.