Job Openings at Meltwater

What We’re Looking For: 

• 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.

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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.
   

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What We’re Looking For:

• Are you an attentive Account Manager with experience in serving SaaS customers? We're actively seeking professionals like yourself to join our dynamic team and take charge of managing, renewing, and driving growth for our valued accounts. As an Account Manager, you'll play a crucial role in nurturing existing client relationships and maximizing their potential.
• Meltwater offers more than employment—it's a voyage towards personal and professional advancement. Immerse yourself in an atmosphere that nurtures your skills, encourages mentorship, and champions inclusive leadership practices. Interact with experienced account managers and resilient leaders who are dedicated to supporting your growth journey.
• Join our team, where you'll be embraced by a diverse community that honors your individual contributions and propels you toward realizing your full potential.

What You'll Do:

• Manage, renew, and grow a portfolio of accounts after their handover from the Client Acquisition team.
• Drive sustainable long-term revenue growth, leveraging support from our Customer Success, Renewals, and Business Development teams.
• Take ownership of the sales cycle within your accounts including upselling, cross-selling, and contract negotiations.
• Develop strategic account plans tailored to individual customer goals, with a clear focus on retention and expansion.
• Conduct targeted outreach initiatives and capitalize on the momentum generated by our proactive Marketing and Business Development teams.
• Meet or exceed quarterly sales quotas by identifying and prioritizing high-potential opportunities within your book of business.
• Deliver compelling product demonstrations and persuasive sales presentations that communicate clear, tailored value.
• Collaborate closely with the Customer Success team to drive product adoption, satisfaction, and usage.
• Partner with Renewals Representatives to ensure strong account retention and navigate pricing discussions effectively.
• Monitor usage patterns to anticipate renewal risks and expansion opportunities.
• Implement structured sales processes to counter competitive threats and increase customer lifetime value.

What You’ll Bring:

• A Bachelor's degree or higher is preferred.
• A minimum of 4 years’ experience in account management, with at least 2–3 years in business-to-business sales ideally in the software or SaaS space.
• A proven track record of exceeding sales targets and driving customer growth.
• Strong negotiation and communication skills, with the ability to clearly articulate complex value propositions and contract terms.
• A strategic mindset with the ability to develop and execute effective account growth plans.
• Demonstrated ownership of accounts, with a proactive approach to lead generation and revenue expansion.
• Excellent organizational skills and the ability to manage multiple accounts, renewal cycles, and sales activities simultaneously.
• Strong collaboration skills to partner effectively with Customer Success, Marketing, and Sales teams.
• Excellent verbal and written communication skills in English.
• Willingness to work in a hybrid setup: 3 days in the office per week.
• Legal right to work in the country of hire.