Senior Client Support Specialist

Description

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  Manage a portfolio of Enterprise Premium Support clients
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  Handle day-to-day reactive requests by delegating tasks to Managed Services, Product Support, or addressing them directly as needed
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  Responsible for overseeing the completion of the customer's scope of work
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  Create "blueprints" for Searches and Dashboards, leveraging resources to address complex and specific client requirements effectively
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  Architect and manage comprehensive global project structures by applying Boolean logic and rule-based frameworks to align global client strategy with cross-functional teams
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  Leverage Boolean methodology and structured data approaches to support global account analysis, case management, and insights generation
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  Translate complex data and technical findings into clear, actionable recommendations for customers and internal teams
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  Create, maintain, and update governance documentation for each client, detailing global project architecture and applying Boolean methodology to ensure structured, consistent, and scalable delivery across cross-functional teams
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  Monitors Enterprise support consumption within their portfolio and provides insights on key themes and challenges to the account Customer Success Executive (CSE) and/or Program Manager as needed
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  Work closely with the Customer Success Executive & Program Manager to continually enhance our enterprise support offerings through collaborative efforts
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  Support Customer Success Executive & Program Manager in completing operational tasks necessary for software and/or service deliveries
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  Identify workflow inefficiencies or out-of-scope requests, and support the Customer Success Executive & Program Manager in alignment among all stakeholders regarding the scope of Enterprise support
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  Prioritize and manage multiple concurrent customer initiatives, balancing urgency, impact, and effort across a global account portfolio
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  Apply strong business acumen to understand customer strategies, operational goals, and success metrics, aligning support activities accordingly
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  Collaborate effectively within a global delivery model, ensuring alignment, consistency, and execution excellence across regions
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  Act as a product expert within an account team, providing technical advice and guidance to both clients and internal stakeholders
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  Deliver demos, conduct client training, and show customers how to leverage the platform to achieve their specific business objectives
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  Expose clients to the full capabilities of the platform, ensuring they understand all features and potential use cases to maximize value

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  Bachelor's degree or higher in any field, accompanied by a minimum of 3 years experience in business-to-business client support, preferably within the SaaS industry
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  Proficiency in at least one major business domain area (e.g., Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, Agency)
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  Strong analytical skills enabling effective problem-solving in business contexts
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  Demonstrated capability to communicate, present, and influence convincingly across all organizational levels, both internally and externally
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  Strong understanding of AI technologies, coupled with a personal curiosity and motivation to explore and stay up-to-date on the latest breakthroughs in the field
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  Applied structured problem-solving methodologies using Boolean logic and data structuring to guide analysis and decision-making
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  Ability to translate structured data and insights into clear, actionable recommendations for internal and external stakeholders
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  Highly organized, with the ability to effectively communicate milestones, status updates, and progress internally across cross-functional teams
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  Proactive in identifying challenges, risks, and opportunities to drive customer success and operational excellence
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  Cross-functional collaboration skills, adept at leveraging resources to prioritize customer satisfaction with a client-centric mindset
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  Experience with large-scale enterprise implementations, understanding associated challenges and requirements
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  Proficient in Boolean logic and data structuring methodologies
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  Excellent written and verbal communication skills in English.
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  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.
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  The ability to legally work in the country of hire is required for this position.

• Enjoy 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

Compensation Overview

At Meltwater, we believe great impact deserves great reward. Our compensation approach is data-driven, market-informed, and built to scale with your growth. We benchmark roles against external market data and use structured leveling frameworks to ensure fairness, consistency, and internal equity across teams and geographies.

These frameworks are based on objective, gender-neutral criteria in line with applicable pay transparency regulations.

For this role, the base salary range is $54,000 - $90,000 USD. Compensation may also include a performance-based bonus opportunity.

Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location. We typically hire within the range in a way that supports long-term growth, recognizing that compensation evolves as scope, performance, and impact expand over time.

We regularly review our compensation practices and conduct pay equity analyses to help ensure our decisions remain fair, objective, and market-aligned. Employees and candidates may request additional information on how compensation is determined, in line with local legal requirements.

Our Talent Acquisition Team is happy to walk you through the full compensation picture specific to your location and level during the interview process.

Our Story

At Meltwater, we believe that when you have the right people in the right environment, great things happen.

Our best-in-class technology empowers our 27,000 customers around
the world to make better business decisions through data. But we can't do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.

Our award-winning global culture drives everything we do and creates
an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other's successes along
the way.

We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.

We're proud of our diverse team of 2,200+ employees in 50 locations across
25 countries around the world. No matter where you are, you'll work with people who care about your success and get the support you need to unlock new heights in your career.

We are Meltwater. Inspired by innovation, powered by people.

Equal Employment Opportunity Statement

Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.

All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.

Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.

We may use AI to assist in aspects of our hiring process, such as reviewing candidate information, capturing interview notes, and supporting interview activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws.