Premium Support Program Manager

Description
What We're Looking For:
Excited to embark on the journey of Premium Support Program Manager in Meltwater? We're seeking a dynamic individual like you to join our team and play a pivotal role in optimizing our Premium Support client journey. In the position of PSPM, you'll spearhead the activation and fulfillment of our five Premium Support pillars. You will work closely with the accounts team, driving strategic conversations and initiatives internally and with clients to translate high-level requirements into actionable projects and tasks.

At Meltwater, you won't just thrive – you'll soar. Immerse yourself in an environment that fosters growth, where mentorship and inclusive leadership are not just buzzwords but core values. Rub shoulders with seasoned sellers and esteemed leaders, continuously learning and evolving alongside the best in the industry.

Join forces with us, and you'll become an integral part of a vibrant community that appreciates your unique contributions and empowers you to thrive. Let's embark on this journey together in PSPM and make a meaningful difference

What You'll Do:

• Serve as the primary program-level point of accountability for Premium Support engagements, ensuring alignment between client expectations, delivery commitments, and measurable outcomes
• Be Responsible for driving the execution of the key programs that achieve the client's strategic objectives
• Collaborate with Premium Support teams to establish a unified vision across our five pillars. Translate high-level requirements into actionable projects and tasks, empowering teams to drive successful execution.
• Lead Premium Support activations and proactively address any concerns or feedback to boost client satisfaction and elevate the client experience.
• Be responsible for a portfolio of Enterprise Premium Support clients
• Drive structured program planning, including defining success metrics, milestones, risks, and dependencies across multiple concurrent initiatives
• Cultivate enduring and meaningful business relationships with clients.
• Provide proactive program governance through regular status updates, executive-ready reporting, and clear communication of progress, risks, and remediation plans
• Monitor Premium Support consumption within the assigned portfolio, analyzing key themes and challenges, and providing insights to the account Customer Success Executive (CSE) as needed. Develop strategies and plans to address identified themes and challenges effectively.
• Identify adoption gaps, operational inefficiencies, and recurring support trends, and partner with internal stakeholders to deliver scalable, long-term solutions Act as a trusted advisor to both clients and internal teams by combining business context, technical understanding, and program management rigor
• Influence, aligning cross-functional teams (Support, Engineering, Product, Sales, Customer Success) around shared priorities and timelines
• Foster internal collaborations to ensure seamless coordination across teams. Gain deep insight into clients' strategies and objectives, while overseeing the delivery of high-quality work with an unwavering commitment to excellence.
• Anticipate potential escalations and lead mitigation efforts to protect client satisfaction and retention
• Continuously improve Premium Support delivery models by contributing to best practices, playbooks, and operational frameworks
• Support account growth and renewal motions by demonstrating value realization and aligning Premium Support outcomes with broader account strategies
• Uphold high operational and quality standards while managing ambiguity in fast-paced, enterprise-scale environments

What You'll Bring:

• Bachelor's degree or above, ideally in Business, Marketing, or Communication, laying the foundation for success in this role.
• Project management certifications (e.g., PMP, PgMP, PRINCE2, Agile/Scrum) are a plus
• 4 years of SaaS experience with cross-departmental experience.
• Experience of working in at least one major business domain such as Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, or Agency.
• Experience with large-scale implementations and associated challenges and requirements in the Enterprise sector.
• Demonstrated capability to comprehend business challenges and employ robust analytical skills to address them effectively.
• Strong project and program management skills, including planning, execution, risk management, and driving initiatives to completion in dynamic environments
• Demonstrated business acumen with the ability to understand customer business models, strategic priorities, and operational challenges
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization internally and externally, including executive and C-level.
• 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
• Ability to navigate shifting project objectives, timelines, and priorities to address the evolving needs of our clients in the intricate enterprise sector.
• Excellent written and verbal communication skills in English.
• Spanish or a second language is preferred, enabling effective engagement with a diverse, global client base
• 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 comprehensive 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

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.