Meltwater is a company that empowers clients through innovative technology and data analysis. As an Implementation Manager, you will facilitate the onboarding experience for new clients, ensuring they effectively adopt Meltwater's SaaS platforms while collaborating with various teams to provide tailored support and training.
Responsibilities
- 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 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
Skills
- A Bachelor's degree or higher and a minimum of 1 year of relevant experience in a client-facing role within software support
- 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
- 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 3 days a week
- The ability to legally work in the country of hire is required for this position
Benefits
- Comprehensive paid time off that allows you to have an enhanced work-life balance.
- Excellent medical, dental, and vision options
- 401(k) matching, life insurance, commuter benefits, and parental leave plans
- Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
- Energetic work environment with a hybrid work style, providing the balance you need.
- Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.
Company Overview
Meltwater is a social listening platform that offers businesses insights into online reputation, industry trends, and customer behavior. It was founded in 2001, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.meltwater.com/.