Customer Success Executive

What Were Looking For:

• Manage a portfolio of Enterprise Premium Support clients.
• Handle day-to-day reactive requests by delegating tasks to Managed Services, Product Support, or addressing them directly as needed.
• Responsible for overseeing the completion of the customer's scope of work.
• Create "blueprints" for Searches and Dashboards, leveraging resources to address complex and specific client requirements effectively.
• Monitors Enterprise support consumption within their portfolio and provides insights on key themes and challenges to the account Customer Success Manager (CSM) and/or Program Manager as needed.
• Work closely with the Program Manager to continually enhance our enterprise support offerings through collaborative efforts.
• Support Program Manager in completing operational tasks necessary for software and/or service deliveries.
• Identify workflow inefficiencies or out-of-scope requests, and support the Program Manager in alignment among all stakeholders regarding the scope of Enterprise support.
  

What You'll Bring:

• Bachelor’s degree or higher in any field, accompanied by a minimum of 2 years' experience in business-to-business client support, preferably within the SaaS industry.
• Proficiency in at least one major business domain area (e.g., Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, Agency).
• Strong analytical skills enabling effective problem-solving in business contexts.
• Demonstrated capability to communicate, present, and influence convincingly across all organizational levels, both internally and externally.
• Cross-functional collaboration skills, adept at leveraging resources to prioritize customer satisfaction with a client-centric mindset.
• Experience with large-scale enterprise implementations, understanding associated challenges and requirements.
• Proficient in Boolean logic and data structuring methodologies.
• 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.
  

What We Offer:

• Enjoy flexible paid time off options for enhanced work-life balance.
• Comprehensive health insurance tailored for you.
• Employee assistance programs cover mental health, legal, financial, wellness, and behaviour areas to ensure your overall well-being.
• 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.
• Benefit from our family leave program, which grows with your tenure at Meltwater.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.