Current vacancies at Meltwater

Responsibilities:

• Work within an international team to support our Global Portfolio of Customers across a diverse range of industries.
• Manage, prioritize and troubleshoot a pipeline of tickets, application requests and project activities.
• Respond to system-generated alerts/escalations relating to any failures on the service platform.
• Work with various teams to troubleshoot & determine the root cause of problems and deliver effective solutions.
• Proactively engage with our Internal and external customers to ensure the best possible client experience is achieved.
• Work on continuously improving the Product Support processes including workflows, tools and efficiencies.
• Drive and implement new initiatives to take our support to the next level such as (but not limited to):
• Designing creative solutions to customer issues.
• Engaging with stakeholders across multiple departments to enhance the client lifecycle.
• Documenting standards, processes and procedures relating to best practices, issues and resolutions.
• Providing continuous feedback or suggestions to our Product Owners.
• Opportunity to interact and collaborate with Meltwater Legends at all levels throughout the organization.

Required Skills/Qualifications

• University degree (any discipline)
• Excellent written and verbal professional communication skills.
• Solution-oriented and self-motivated personality.
• Ability to think logically and provide solution-based suggestions.
• Ability to prioritize requests in order to optimize efficiency and team synergy.
• Strong technical aptitude - you are able to quickly learn and implement new technologies.
• The ability to assess and understand a situation and create a sense of urgency.
• An eye for detail, proactive and enjoy being involved in multiple tasks at the same time.
• Outstanding written and verbal communication skills in English.
• Investigation and diagnostic skills.
• HTML and CSS.
• Ability to empathize with end users and interact with people at all levels throughout the organization.
• Experience with ticketing systems like JIRA, Intercom or similar live chat platforms is advantageous, but not required.
• Experience with MySQL/MSSQL or MongoDB/NoSQL or Experience developing in Angular.js, Node.js, Java, PHP, Python or JavaScript/jQuery is advantageous, but not required.

go to method of application »

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 

go to method of application »

Critical Job Responsibilities: 

• Ensures all roles and levels are using and adhering to the same methods, tools, approaches, procedures, and standards. 
• Assist users, technical staff, and management to determine and resolve issues associated with project implementation. 
• Build strong relationships with key stakeholders across Professional Services and Enterprise teams. 
• Evaluating current resource management programs and identifying ways to improve them. 
• Managing current and new vendors and informing approved vendors of their responsibilities and obligations. 
• Assigning available vendors (or resources) to projects in accordance with their skillsets, previous experience, and availability. 
• Monitoring day-to-day project activities and corresponding resourcing. 
• Ensuring regular reviews of the performance of approved vendors and contractors. 
• Meeting with suitable vendors to assess their products, inquire about their services, and communicate any product or service-related concerns. 
• Conducting research on available vendors to determine which vendors offer the best pricing and quality by product type. 
• Continually monitoring sales trends to determine which products are more popular than others. 
• Develop checklists and tracking tools to ensure adherence to data quality control standards.
• Analyze data sets and review standards of reporting/project deliverables done by the teams, ensuring that reports are sent to clients within SLAs and in an efficient, accurate and timely manner.  
• Develop plans for projects in alignment with business objectives. Conceive templates, dashboards, and other visualization tools for specific projects. 
• Generate reports and hold cadence meetings on project trends and margins. 
• Solves a range of complex problems, and exercises judgments based on the analysis of multiple sources of information (e.g. oversight of data aggression, improvements to training and processes, etc.) 
• Collaborate across different teams and stay up-to-date on industry changes, to maintain an edge in proposing best-in-class media insights reports and deliverables for clients. 
• Oversee efficiency of workflows - Proactively monitoring and reviewing workflows, identify potential workflow issues that require assessment & review with stakeholders. 
• People Development & Management: 
• Be a culture champion - assist to build and drive the overall culture and vision of the team by leading by example. 
• Ensure constant close communication with the team to ensure any changes to deliverables are executed, delivered, and archived accordingly. 
• Acts as a resource for colleagues with less experience. 
• Identify challenges within the team, including workflow, welfare, and scheduling. Conduct peer-to-peer reviews to ensure the maintenance of quality. 

Requirements for the job: 

• Minimum of 2 years of experience in an analytical, product/project management, and/or customer-facing role.
• Bachelor’s degree or above. Preferably in communication/marketing / media-related major.
• Relevant industry experience in media insights/reporting & analytics / traditional or social media/media agencies & public relations / digital marketing/marketing & communications.  Experience working with Enterprise clients. 
• Experience working with vendors and/or 3rd party providers. 
• Quality management  and excellent stakeholder management 
• Computational thinking and problem-solving. 
• Communication and digital literacy.
• Excellent written and verbal communication. 
• Excellent analytical, problem-solving, and organizational skills.
• As well as experience and continued development in the following areas 
• Strong negotiation, management, and decision-making skills. 
• Hybrid role - 3 days in the office.

go to method of application »

What You'll Do:

• Translate customer’s requirements into reporting deliverables
• Assist with dashboard and report generation.
• Help with query building/checking and the creation of report templates.
• Track deadlines and deliverables to ensure timely delivery of client reports.
• Write contextual and qualitative analyses based on KPIs.
• Ensure the quality of reports delivered to customers.
• Proofread/edit the reports.
• Check numbers & report findings.
• Ensure the overall formatting and visual consistency of the reports.
• Respond to customer inquiries & questions about delivered reports.
• Work on training and other initiatives to improve the team’s product knowledge and efficiency and to support our Sales organization as needed.

Who are you:

• You must have genuine interest in and aptitude for analytical work, and a corresponding desire to build a long-term career in analytics, specifically.
• Exceptional ability to read, write, and speak fluent business-level English.
• Exceptional ability to read, write, and speak fluent business-level German.
• A valid Visa to work within South Africa is compulsory
• University degree (any discipline)
• Exceptional communication & writing skills
• Full computer literacy in MS Office, Excel, and PowerPoint

Advantageous Experience and Skills that we look for:

• Tertiary education exposure to analytical methods.
• 1-3 years of work experience in a role/education field that requires regular analytical work.
• Project management experience.
• Strong/advanced Excel skills.
• Strong analytical aptitude, with proven creative and critical thinking skills.
• High attention to detail.
• Mindset - Independence, creativity, curiosity, humility, empathy, and ownership.
• Team player mentality with excellent organizational and prioritization skills.
• Customer Experience (CX) knowledge/experience.
• An understanding of PR and Marketing roles, responsibilities,
• and KPIs.