Note: The job is a remote job and is open to candidates in USA. Meltwater is a company dedicated to empowering its customers through data-driven decisions. As a Customer Success Manager II, you will ensure customer satisfaction and success by driving product adoption, implementing risk mitigation strategies, and conducting user training.
Responsibilities
- Collaborate with internal stakeholders, including Renewal Managers and Account Managers, to align customer needs effectively
- Provide strategic guidance and support to ensure comprehensive adoption of Meltwater solutions, maximizing value for customers
- Empower clients with tools and resources to cultivate strong advocacy, enhancing billing relationships
- Foster a deep understanding of customers' organizational context and objectives through close collaboration, tailoring solutions to their unique needs
- Seamlessly partner with the Account Manager team to identify upselling and cross-selling opportunities, driving overall customer account growth
- Proactively engage with accounts ahead of renewal dates to support renewals, mitigate risks, and address 'at-risk' accounts
- Take ownership of customer account gross retention, prioritizing high levels of satisfaction and loyalty
- Drive client engagement and product adoption to ensure ongoing value delivery
- Conduct thorough onboarding and training sessions for new customers, facilitating seamless integration with Meltwater solutions
- Gather customer feedback through executive business reviews, fostering continuous improvement and addressing evolving needs
- Identify expansion opportunities and communicate them to Account Managers, contributing to the growth and success of customer accounts
Skills
- Demonstrated expertise in customer success, account management, or a related field, backed by at least 3 years of hands-on experience in account management
- Exceptional communication and interpersonal skills, enabling the establishment and maintenance of strong customer relationships
- Results-driven mindset, dedicated to achieving customer satisfaction and fostering their success
- Proactive approach in identifying and addressing customer needs and opportunities promptly
- Collaborative spirit, adept at working closely with cross-functional teams to ensure seamless customer success
- 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
- A Bachelor's degree or higher is preferred for this role, empowering you to demonstrate your academic prowess and contribute effectively
- Fluency in Spanish is a plus
Benefits
- Flexible paid time off that allows you to have an enhanced work-life balance
- Excellent medical, dental, and vision options
- 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