Client Support Specialist

Ready to explore the opportunity of Client Support Specialist at Meltwater? We’re searching for individuals like yourself to join our dynamic team and enhance our customer experience in the Premiums Support portfolio. As a Client Support Specialist, you will collaborate closely with the Program Manager and Sales to ensure customer requirements are fulfilled, advocate for innovation, and leverage technology to address challenges. Joining Meltwater means entering a space where you’ll grow personally and professionally.

We provide mentorship, inclusive leadership, and a supportive environment that celebrates your unique contributions. What You’ll Do 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. Oversee completion of the customer’s scope of work.

Create “blueprints” for Searches and Dashboards, leveraging resources to meet complex client requirements. Architect and manage comprehensive global project structures using Boolean logic and rule‑based frameworks. Leverage Boolean methodology and structured data approaches to support global account analysis, case management, and insights generation. Translate complex data and technical findings into clear, actionable recommendations.

Maintain and update governance documentation for each client, ensuring structured, scalable delivery. Monitor Enterprise support consumption and provide insights on key themes and challenges to the CSE and Program Manager. Collaborate with the CSE and Program Manager to enhance our enterprise support offerings. Identify workflow inefficiencies or out‑of‑scope requests and align all stakeholders on the scope of Enterprise support.

Prioritize and manage multiple concurrent customer initiatives, balancing urgency, impact, and effort. Apply strong business acumen to understand customer strategies and success metrics. Ensure alignment, consistency, and execution excellence across regions. Act as a product expert within the account team, providing technical advice and guidance.

Deliver demos, conduct client training, and show customers how to leverage the platform. Expose clients to the full capabilities of the platform to maximize value. What You’ll Bring Bachelor’s degree or higher in any field with a minimum of 3 years experience in B2B client support, preferably within the SaaS industry. Proficiency in at least one major business domain (e.g., Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, Agency).

Strong analytical skills enabling effective problem‑solving. Demonstrated capability to communicate, present, and influence convincingly across all organizational levels. Strong understanding of AI technologies and a curiosity to explore the latest breakthroughs. Proficiency with structured problem‑solving methodologies using Boolean logic and data structuring.

Ability to translate structured data and insights into clear, actionable recommendations. Highly organized with effective communication of milestones and status updates. Proactive in identifying challenges, risks, and opportunities to drive customer success. Cross‑functional collaboration skills and a client‑centric mindset.

Experience

with large‑scale enterprise implementations and associated challenges. Excellent written and verbal communication skills in English. Willingness to embrace a hybrid work schedule; role requires in‑office presence 3 days a week. Legal right to work in the country of hire.

What We Offer

Comprehensive paid time off for an enhanced work‑life balance. Excellent medical, dental, and vision options. Complimentary CalmApp subscription for you and your loved ones. Hybrid work style with the flexibility you need.

Inclusive community and ongoing professional development opportunities. Equal Employment Opportunity Statement Meltwater is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. We are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to protected characteristics.

We actively promote a culture of respect, fairness, and inclusivity and encourage applicants of all backgrounds to apply. #J-18808-Ljbffr