Meltwater is a company focused on continuous growth and development, seeking an Implementation Manager to ensure a seamless onboarding experience for new clients. The role involves collaborating with various teams to facilitate client implementations, providing training, and ensuring client satisfaction through effective communication and project management.
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
- 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
- Empathy and an innate ability to understand customer needs
- Business acumen and a comprehensive understanding of diverse departmental and industry requirements
- A customer-centric mindset
- Strong problem-solving skills and exceptional organizational abilities
- Demonstrated proficiency in presentation skills
- A deep understanding of and passion for media, news, and current affairs
- Experience in crafting complex Boolean queries
- Excellent written and verbal communication skills in English
- Willingness to embrace the best of both worlds with our hybrid work schedule
- The ability to legally work in the country of hire
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/.