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Client Success Specialist

2 months ago

Charlotte, North Carolina, United States Meltwater Full time


Position Overview:

Embark on your journey as a Client Success Specialist at Meltwater, where your daily mission is to ensure the ongoing success and satisfaction of our esteemed clients. We are on the lookout for motivated individuals to join our team and play a crucial role in delivering outstanding customer experiences. As a Client Success Specialist, your primary focus will be on driving significant outcomes through product utilization, implementing strategies to mitigate risks, and providing user training.

What You Will Do:
  • Work collaboratively with internal teams, including Renewal Managers and Account Managers, to effectively align with customer requirements.
  • Offer strategic advice and support to guarantee comprehensive adoption of Meltwater solutions, maximizing value for clients.
  • Equip clients with tools and resources to foster strong advocacy, enhancing billing relationships.
  • Develop a thorough understanding of clients' organizational contexts and objectives through close collaboration, customizing solutions to their specific needs.
  • Partner seamlessly with the Account Manager team to identify upselling and cross-selling opportunities, driving overall growth of customer accounts.
  • Engage proactively with accounts prior to renewal dates to support renewals, mitigate risks, and address accounts at risk.
  • Take responsibility for customer account retention, prioritizing high levels of satisfaction and loyalty.
  • Encourage client engagement and product adoption to ensure ongoing value delivery.
  • Conduct comprehensive onboarding and training sessions for new clients, facilitating smooth integration with Meltwater solutions.
  • Collect client feedback through executive business reviews, promoting continuous improvement and addressing evolving needs.
  • Identify expansion opportunities and communicate them to Account Managers, contributing to the growth and success of customer accounts.
What You Bring:
  • A Bachelor's degree or higher is preferred, showcasing your academic capabilities and enabling effective contributions.
  • Proven experience in customer success, account management, or a related field, with at least 3 years of hands-on experience in account management.
  • Exceptional communication and interpersonal skills, facilitating the establishment and maintenance of strong client relationships.
  • A results-oriented mindset, dedicated to achieving client satisfaction and fostering their success.
  • A proactive approach to identifying and addressing client needs and opportunities in a timely manner.
  • A collaborative spirit, skilled at working closely with cross-functional teams to ensure seamless client success.
  • Excellent written and verbal communication skills in English.
  • A willingness to embrace a hybrid work schedule, requiring in-office presence for part of the week.
  • The ability to legally work in the country of hire is required for this position.
What We Offer:
  • Comprehensive paid time off to enhance your work-life balance.
  • Excellent medical, dental, and vision benefits.
  • 401(k) matching, life insurance, commuter benefits, and parental leave plans.
  • Complimentary mental wellness subscription for you and your loved ones.
  • An energetic work environment with a hybrid work style, providing the balance you need.
  • Opportunities for ongoing professional development to elevate your career.
  • Competitive salary range with potential for bonuses and commissions.
Our Commitment:

Meltwater is dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to equal employment opportunities and strive to provide a work environment free from discrimination and harassment. We encourage applicants from all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact.