As a Customer Success Representative at Meltwater, reporting to the Sales Director, you will play a crucial role in ensuring our customers’ success and satisfaction. Your focus on managing and supporting accounts during the onboarding process will contribute to driving education and usage, maximizing the value of Meltwater solutions for our clients.  

What You’ll Do:   

• Manage and support accounts during the onboarding process, with a focus on driving education and usage to maximize the value of Meltwater solutions.   

• Provide guidance and support to help drive full adoption of Meltwater solutions, ensuring customers extract the maximum benefit from our offerings.   

• Work closely with customers to understand their organization’s context and objectives, fostering a deep understanding of their unique needs.   

• Act as an advocate for the customer by reporting and addressing identified issues with the support team, ensuring prompt resolution.   

• Collaborate with the Account Manager team to identify upselling and cross-selling opportunities, contributing to the overall growth of customer accounts.   

• Proactively support renewals by following up with accounts ahead of renewal dates, de-risking renewals, and flagging ‘at-risk’ accounts.   

• Conduct onboarding and training sessions for new customers, ensuring a smooth and successful integration with our solutions.   

• Drive continued engagement and product usage to ensure the solution provides ongoing value to customers.   

• Collect customer feedback through executive business reviews, fostering continuous improvement and addressing customer needs.   

• Advocate for customers by flagging solution issues to technical and management teams, ensuring prompt resolution.   

• Identify and flag expansion opportunities to Account Managers, contributing to the growth and success of customer accounts.   

• Regularly check in with accounts ahead of renewal dates, ensuring a proactive approach to customer satisfaction and renewal success.   

What We Will Give You:   

• 8% holiday allowance over you total earnings (including bonus and commission)   

• Flexible paid time off (unlimited days)   

• Comprehensive benefits package, including a great retirement plan   

• Hybrid working & laptop provided by Meltwater   

• Accelerated professional development and growth programs   

• A global company with a strong market presence and reputation   

• The dynamic and fast-paced sales environment   

• Premium subscription to the Calm app (also for your family members), discount on a membership to the gym

What You’ll Bring:   

• Proven experience in customer success, account management, or a related field.   

• Strong communication and interpersonal skills with the ability to build and maintain customer relationships.   

• Results-oriented with a focus on driving customer satisfaction and success.   

• Proactive mindset in identifying and addressing customer needs and opportunities.   

• Collaborative approach, working closely with cross-functional teams to ensure customer success.   

• Proficiency in both written and verbal business communication in French and English is required.

What to Send Our Way & What’s Next?   

• Apply with your CV!   

• Phone screening by Talent Acquisition   

• Group Assessment    

• Final interview