Description

• Manage the alignment of customer needs with internal stakeholders, including Premium Support, Renewal Manager, and account managers.
• Provide strategic guidance and support to drive comprehensive adoption of Meltwater solutions, ensuring maximum value for customers.
• Empower clients with tools and resources to become strong advocates, contributing to robust billing relationships.
• Collaborate closely with customers to understand their organizational context and objectives, fostering a deep understanding of their unique needs.
• Act as a dedicated advocate for customers, reporting and addressing identified issues with the support team for prompt resolution.
• Collaborate seamlessly with the Account Manager team to identify upselling and cross-selling opportunities, contributing to overall customer account growth.
• Proactively support renewals by engaging with accounts ahead of renewal dates, mitigating risks, and flagging 'at-risk' accounts.
• Responsible for gross retention of customer accounts, ensuring a high level of customer satisfaction and loyalty.
• Drive client engagement and product adoption to ensure ongoing value for customers.
• Conduct onboarding and training sessions for new customers, ensuring a smooth integration with Meltwater solutions.
• Collect customer feedback through executive business reviews, fostering continuous improvement and addressing evolving customer needs.
• Advocate for customers by flagging solution issues to technical and management teams for prompt resolution.
• Identify and signal expansion opportunities to Account Managers, contributing to the growth and success of customer accounts.
• Regularly check in with accounts ahead of renewal dates, ensuring a proactive approach to customer satisfaction and renewal success.

• Proven experience in customer success, account management, or a related field. This role requires a minimum of 2 years of experience in account management.
• Strong communication and interpersonal skills with the ability to build and maintain customer relationships.
• Results-oriented with a focus on driving customer satisfaction and success.
• Proactive mindset in identifying and addressing customer needs and opportunities.
• Collaborative approach, working closely with cross-functional teams to ensure customer success.

• Competitive Compensation:
• Base Salary of $66k USD per year uncapped [quarterly] commissions [subject to the terms of the applicable commission plan].
• Total compensation range for this position: $66k- $110k USD per year.
• Comprehensive Paid Time Off & generous paid & unpaid leave policies
• Excellent medical, dental, and vision options
• 401(k) matching, life insurance, commuter benefits, and parental leave plans
• Collaborative, transparent and fun loving office culture
• Accelerated professional development and growth programs

• We'd love a copy of your resume
• Start Date: May 2024