Implementation Manager - Level 1

Description

Overview

Our talented implementation teams ensure our customers see maximum value quickly from their Meltwater investment. They do this by understanding and addressing each individual customer’s business need, use case and challenge they are seeking to address. Additionally, during the engagement they work to uncover other areas where Meltwater may be able to add value and collaborate with the Client Success Manager on these.

The Implementation Manager role offers a unique opportunity to lead and manage onboarding for some of Meltwater’s most important clients. As an Implementation Manager, you will ensure Meltwater’s key clients have a positive experience within the first 30 days of their subscription and are set up for long-term success. You will be one of the first points of contact for clients after they subscribe to Meltwater’s services and will be responsible for driving user adoption, full product implementation and setting appropriate expectations with clients. You will put yourself in the clients’ shoes by making strategic decisions to ensure the client’s goals are achieved.

Responsibilities

• Collaborate with your peers in Client Acquisition, Client Success, CX, Training, Global Support, and Product to provide your accounts with a flawless experience regardless of their needs
• Build relationships with clients within the first 30 to 60 days of their subscription
• Lead and manage client implementations
• Become a trusted advisor and function as a product expert across Meltwater’s SaaS platforms
• Assist in configuration and setup of the application to drive the client’s desired outcomes
• Build and Manage complex Boolean logic queries and analytics
• Create reports and dashboards based on client’s individual parameters to measure the impact of clients’ brand marketing, public relations and social media outreach campaigns
• Deliver and facilitate online and in-person training
• Coordinate and prioritize project tasks, manage timelines, and maintain project plans
• Drive engagement, adoption fostering an environment of enthusiasm and passion through these client interactions
• Effectively communicate project status and deliverables with internal and external teams to ensure project success
• Ensure client satisfaction through follow-up, responsiveness, and effective communication
• Track milestones and document client interactions and learnings in Planhat

Required Skills

• 1+ years of relevant experience in a software support client facing role
• This is an entry-level opportunity into the tech industry
• Advanced Meltwater product knowledge, use case and domain expertise
• Strong executive presence with excellent verbal and written communication skills
• Empathy and an ability to understand customer needs and develop relationships quickly
• Business acumen and a good understanding of different department and industry needs
• Customer focused – understand the importance of maintaining a healthy customer relationship
• Strong problem-solving skills
• Excellent organizational skills including prioritization, scheduling, and time management and the ability to perform under pressure
• Presentation Skills: Facilitate on-line meetings to orientate a new client, present applicable functionality to achieve client’s objectives, perform training, and collaborate with clients to address concerns
• Deep understanding / passion for media, news and current affairs
• Experience writing complex boolean queries

What do you get

• Experience working directly with large global organizations with complex demands and interesting projects
• Being part of an International team and environment
• Working with some of the the most experienced Account Managers and Sales Executives at Meltwater
• Exposure to globals teams within Meltwater (product, sales enablement, sales, marketing)
• Opportunity to help implement onboarding best practices and processes for Meltwater’s largest and most valued clients.
• OTE $60-65k