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Client Support Specialist

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Location: Miami, FL, United States
Date Posted:
Category: Professional Services & Support

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Description

The Client Support Specialist (CSS) is a valuable asset within our Premium Support team, responsible for executing tasks that enhance the overall customer experience in the Premium Support portfolio. This role involves working closely with the Program Manager (PSPM) to activate the necessary Premium Support resources and leading operational activities alongside colleagues in the various Pillars to fulfill customer requirements and address client issues effectively. The CSS plays a pivotal role in collaborating with Sales and other key stakeholders to ensure the activation, implementation, and run-phase of Premium Support services.

Key Responsibilities:

  1. Client Portfolio Management:

    • Manage a portfolio of Enterprise Premium Support clients, ensuring their needs and objectives are met.
  2. Activation of Support Resources:

    • Collaborate with the PSPM to activate the required support resources to address client requirements.
    • Ensure the completion of the customer's scope of work, from activation to fulfillment.
  3. Reactive Requests Management:

    • Handle day-to-day reactive requests through delegation to Managed Services, Product Support, or directly addressing them.
  4. Scope Alignment:

    • Create alignment across all stakeholders regarding the scope of Enterprise support, ensuring a clear understanding of what is included.
  5. Complex Client Requirements:

    • For complex or specific client requirements, create the "blueprint" for Searches and Dashboards, and provide guidance to Managed Services and/or Product Support to complete the project/task.
  6. Operational Task Support:

    • Assist the PSPM in completing operational tasks required for software and/or service deliveries that fall outside the scope of work for Managed Services or Support pillars.
  7. Playbook Ownership:

    • Jointly own the Enterprise Support playbook with other CSSs, ensuring it is kept up-to-date and aligns with client needs and best practices.
  8. Continuous Improvement:

    • Collaborate with the PSPM, other CSSs, and Global Services leaders to continually develop our Enterprise support offering.
    • Identify workflow inefficiencies and out-of-scope requests/work, supporting the PSPM in collaboration and alignment with Professional Services leaders and Sales.
  9. Monitoring and Reporting:

    • Monitor Enterprise support consumption within the portfolio and provide insights on key themes and challenges to the account Customer Success Manager (CSM) and/or PSPM as needed.

Qualifications:

  • Proficiency in the Meltwater platform or the capability to become an expert.
  • Strong understanding of Boolean and Data Structuring.
  • Ability to understand complex business problems and apply strong analytical skills.
  • Effective communication and presentation skills, with the ability to influence at all levels of the organization.
  • Experience with larger scale implementations and associated challenges and requirements in the Enterprise space.
  • Ideally, 2+ years of Meltwater and/or SaaS experience, with multi-department experience being highly desired but not required.
  • Experience in at least one major business domain area (Retail / Consumer Goods, Government, Communications / Media / Tech, Health / Life Sciences / Financial, Agency).
  • Proven ability to work cross-functionally and collaboratively to achieve the best outcomes for customers and Meltwater.

The Client Support Specialist is a critical role in ensuring the success of our Enterprise Premium Support clients, contributing to their satisfaction, and promoting continuous improvement in our support services. This position requires a deep understanding of the Meltwater platform, strong analytical skills, and the ability to collaborate effectively with various teams to address client needs and challenges.

Pay & Benefits

  • Competitive compensation - Base Salary range for this position: $56k - $80k USD per year before bonuses. The company also offers for this position discretionary bonuses subject to the terms of the applicable bonus plan.
  • Comprehensive Paid Time Off & generous paid & unpaid leave policies
  • Excellent medical, dental, and vision options
  • 401(k) matching, life insurance, commuter benefits, and parental leave plans
  • Collaborative, transparent and fun loving office culture
  • Accelerated professional development and growth programs
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