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Customer Success Manager (Melbourne)

Meltwater - Melbourne, VIC

Source: uWorkin

Source: uWorkin


About Meltwater

With 20 years of experience in the field of online media monitoring, Meltwater is a global leader in media intelligence and social analytics SaaS solutions - helping to bridge the gap between Public Relations, Communications, and Marketing departments with an all-in-one solution powered by AI-driven insights. Through Meltwater's platforms, our clients are well equipped to stay on top of billions of online conversations and extract relevant insights - allowing them to strategically manage their brands and stay ahead of their competition. Over 30,000 of the world’s most respected brands rely on Meltwater to help inform their marketing & communications strategies and executive decision making. With over 55 offices and 2,000 employees worldwide, Meltwater is a truly global partner offering best-in-class support through our local customer success teams.

Our culture is based on a fundamental belief in people and the potential they possess. Our employees embody the ‘work hard, play hard’ spirit, and we are lucky to have some of the best and most talented people out there. We pride ourselves on taking great people and helping them do extraordinary things in a dynamic, global environment that fosters positivity, entrepreneurship, and teamwork.

Role: Customer Success Manager, Client Success

As part of the Client Success team, the Customer Success Manager is responsible for managing, retaining, and growing a portfolio of Meltwater’s clients in Australia. You will be expected to demonstrate a thorough understanding of Meltwater’s products, and are responsible for driving engagement and adoption through all stages of the client life cycle and renewal process.

What You'll Do

  • Actively foster and manage the success of a portfolio of Meltwater clients assigned to you
  • Establish a trusted relationship with each client and drive continuous value of our products
  • Improve client engagement & adoption and foster enthusiastic, passionate clients
  • Be responsible for customer satisfaction, retention, and expansion of existing accounts to grow revenue
  • Collaborate with the sales teams to onboard and train new clients
  • Conduct client business reviews to track the health of your accounts, while listening to customer feedback and proactively discovering areas of improvement
  • Collaborate with the Growth Executive team to identify upsell and cross sell opportunities to grow overall portfolio size
  • Negotiate and close renewal business with C-Level Executives and decision makers, enabling you to meet or exceed your quota
  • Take ownership of monthly churn / retention and growth targets for your specific client accounts
  • Proactively identify issues that may impact a renewal, and engage all available resources to resolve any knots
  • Track client’s usage of and activity level on our platforms to monitor the health / risk status of your accounts

Who You Are
  • Hold full, unrestricted working rights in Australia (working holiday visa is not accepted)
  • Bachelor’s degree in any discipline with strong academic results
  • 2 - 5 years of work experience in client servicing / client facing roles, ideally in account management, sales or business development roles
  • Familiar with account management responsibilities such as retention of clients, upselling and cross-selling across your client pool
  • Proven track record of fulfilling and exceeding sales targets
  • Derive great enjoyment being in client servicing roles with a naturally strong customer focus
  • Passionate about building relationships along with excellent interpersonal skills
  • Dealt with complex or escalated customer situations, and able to navigate large organizations and gain executive level buy-in
  • Strong empathy for customers, plus a passion for influencing customer revenue and growth
  • Ability to think outside the box and adopt a solution-oriented approach to solve problems for clients

Visit our Careers Page! https://careers.meltwater.com/