Canopy
Meltwater (HK)

Meltwater (HK) - Key Account Associate, Client Success Enterprise

Entry Level
Hong Kong
Key Account Associate, Client Success Enterprise
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About Us

Founded in 2001, headquartered in San Francisco, Meltwater is the global leading AI-powered media monitoring, social listening & PR Analytics software. Our mission is to help companies make better and more informed decisions. With over 2000 employees and 55 offices globally, we help over 30,000 companies to stay on top of billions of online conversations, extract valuable data, and consult our clients to transform their businesses in this new digital reality.

Who we're looking for

Meltwater (HK) is looking for a Key Account Associate, Client Success Enterprise to join the team!

What you will be doing
  • Work with key account managers on managing a high yield and high potential enterprise client portfolio (varies from 1-2 million USD) to make sure they are achieving their desired outcomes are educated on best practices, renew, and expand their contracts
  • Guide customers through onboarding, implementation, account management and learn how to do renewals at Meltwater
  • Build a trusted relationships within the client's organization at all levels including C-Suite Executives, decision makers, and end users through frequent client engagement & numerous proactive customer touch points to increase value, drive market share and maximize the customer satisfaction
  • Provide timely assistance and support to clients regarding their dashboard and report generation, query building/checking, anything related to our solutions, making sure to prioritise client satisfaction
  • Analyze news and social media data to conduct quantitative research in order to help clients to understand how audiences relate to specific events, topics or within a specific audience group from social media, web, forums, news and blogs, as well as uncover trends and insights that emerge from this data
  • Anticipates customer needs and adapts strategic plans in order to achieve mutually beneficial long-term objectives and goals
  • Work with managers and various BU's within Meltwater to proactively identify issues that may impact a renewal, and engage all available resources to resolve any knots
  • Inform and drive knowledge by challenging the status quo across traditional and social channels
  • Know Meltwater and enterprise solutions inside out, demonstrates a mastery of Meltwater products and solutions.
  • Be an expert on account management. Understand how to set, manage and exceed expectations with clients.
  • Understands the media intelligence competitive landscape
Who you are
  • Bachelor’s Degree in any discipline with strong academic results
  • Relevant client facing/project management experience in management consulting, technology, market research, public relation, marketing or relevant industry
  • Business analytics or social media analytics experience is a big plus
  • Fluent in written and spoken English and Mandarin (mandatory)
  • Ability to internalize Meltwater value proposition to communicate and customize it effectively
  • Derive great enjoyment being in client servicing roles with a naturally strong customer focus
  • Demonstrate thoughtful leadership in assessing problems/opportunities and recommending an approach to solving problems and pursuing opportunities.
  • ability to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment
  • Ability to think outside the box as needed with an instinct for creativeness
  • Hunger to learn and improve
  • Strong MS Office Skills, knowledge of data visualization tools is a plus
What we offer
  • Awesome coworkers
  • Competitive Compensation Package
  • Prizes, spiffs, and additional sales incentives.
  • 20 paid holidays
  • Training program, conference, seminar for your personal and professional growth
  • Comprehensive Medical insurance for you
  • Business travel life insurance
  • Fun, ambitious and international working environment
  • Gym Allowance
  • Fun team outings
  • Well stocked kitchen with lots of snacks and drinks

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