Client Support Specialist, Meltwater
German Speaking
Office located in Jannowitz Centre, Brückenstrasse, Berlin
Online media monitoring software
Job no longer available
Online media monitoring software
1001+ employees
Job no longer available
Office located in Jannowitz Centre, Brückenstrasse, Berlin
1001+ employees
Company mission
To innovate, provide best-in-class service, and deliver sustainable growth through our technology and our people.
Role
Who you are
- 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
- 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
- Excellent written and verbal communication skills in German and English
- Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 3 days a week
- The ability to legally work in the country of hire is required for this position
What the job involves
- Ready to explore the opportunity of Client Support Specialist in Meltwater? We’re searching for individuals like yourself to join our dynamic team and enhance our customer experience in the Premium Support portfolio.
- As a Client Support Specialist, you will closely collaborate with the Program Manager 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
- 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 Manager (CSM) and/or Program Manager as needed
- Work closely with the Program Manager to continually enhance our enterprise support offerings through collaborative efforts
- Support Program Manager in completing operational tasks necessary for software and/or service deliveries
- Identify workflow inefficiencies or out-of-scope requests, and support the Program Manager in alignment among all stakeholders regarding the scope of Enterprise support
Our take
Meltwater's software analyzes and provides insights on posts across all major social media platforms, blogs, and news sites, enabling companies to make more informed marketing and operational decisions.
Launched in Norway in 2001 and later moving its headquarters to San Francisco, Meltwater has become a leading player in the media monitoring industry. It is an industry that is expected to double in value as the volume of data grows, making it increasingly challenging to derive meaningful insights.
Over the past two decades, Meltwater's growth has been fueled by strategic acquisitions of complementary businesses, enhancing its technology stack. Since going public in early 2021, and with major clients like Google, Ogilvy, The Economist, and Santander, Meltwater is poised to expand its operations beyond the 150 countries it currently serves.
Freddie
Company Specialist at Welcome to the Jungle
Insights
3% employee growth in 12 months
Company
Funding (2 rounds)
Dec 2023
$65m
GROWTH EQUITY VC
Mar 2019
$175m
GROWTH EQUITY VC
Total funding: $240m
Company benefits
- Professional development and growth program
- Hybrid working schedule, with approximately 50% remote work
Company HQ
Financial District, San Francisco, CA
Leadership
John Box
(CEO, Not Founder)A Meltwater veteran, they began as a Sales Manager in 2004. Climbed the ranks through roles as a Regional Managing Director, Global Sales Director, and EVP of Meltwater Social before becoming CEO in 2020.
Jørn Lyseggen
(Founder, Executive Chairman)Founded Meltwater in 2001, and led the company through growth and numerous acquisitions of other businesses before promoting John Box to CEO.
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