Implementation Manager

2 weeks ago

Cape Town, Western Cape, South Africa Meltwater Full time
Implementation Manager

  • Application Deadline: Jan. 27, 202
  • Cape Town
    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 challenges 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 onboardings 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 client's 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
  • 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 inperson 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 followup, responsiveness, and effective communication
  • Track milestones and document client interactions and learnings in Planhat

Required Skills:

  • 2+ years of relevant experience in a software support clientfacing role
  • Excellent level of proficiency in written & spoken
    English and German is a must
  • 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
  • Customerfocused understand the importance of maintaining a healthy customer relationship
  • Strong problemsolving skills
  • Excellent organizational skills including prioritization, scheduling, and time management and the ability to perform under pressure
  • Presentation Skills: Facilitate online 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
  • Superior Meltwater product, use case and domain knowledge
  • Experience writing complex boolean queries

GREAT PLACE TO WORK
Fun, cosmopolitan and international work culture

Continuous training throughout your career

Accelerated leadership and promotion program

Global career opportunities

Competitive salary model

Why Meltwater?
At Meltwater, we believe that when you have the right people in the right working environment, great things happen.

Our
best-in-class technology empowers our 27,000 customers around the world to analyze over a billion pieces of data each day and make better business decisions.


Our
award-winning culture is our north star and drives everything we do - from striving to create an environment where all employees do their best work, to delivering customer value by continuously innovating our products — and making sure to celebrate our successes and have fun along the way.

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 reach your goals.

So, in a nutshell, that's Meltwater. We love working here, and we think you will too.

Equal Opportunity
**+

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