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At Meltwater, we believe that our success is directly tied to the value our clients derive from our services. To ensure clients realize business value at every stage in their journey with us, our Client Success team is committed to delighting our clients with every interaction - from understanding clients needs to delivering the right set of offerings that result in highly successful clients.

 

 

About this role

You will act as the trusted partner for our key account clients to consult them on how to use our platforms to meet their business objectives, you will provide them with training and best practices that ensure the most optimal client experience. You will be the main point of contact to support client requests and to enhance platform setup to best satisfy their objectives and business directions. You will also partner with various parties to provide a seamless client experience and always have your clients' best interests in mind to ensure they are set up for success.

 

 

What you will be doing?

  • Cooperate with Account Managers to develop and maintain strong relationships with key account clients from a multitude of industries to ensure maximum satisfaction and retention levels
  • Partner with various departments, including Business Development, Client Insights, Engineering and Marketing to not only deliver the best client experience, but also to resolve any client issues
  • Serve as the primary contact for key clients to solve problems related to product features, technical issues, reporting deliverables and platform optimization
  • Alert and provide real-time insight to clients immediately if there are any crises, important events and critical trends
  • Liaise between Client Insights team to conduct media analysis and research
  • Play an integral role of working cohesively with the Client Insight team to ensure all deliverables are completed in good quality and well within deadlines
  • Develop workflows with Managing Director to ensure maximum platform engagement and usership, which includes constant training, proactive consultation for product and process improvement
  • Achieve team targets for client response times, service level and customer satisfaction, as established by Managing Director and Client Experience Director

 

 

We would love to see…

  • University Degree of any disciplines 
  • Relevant experience in market research, data analysis, B2B client facing role
  • Fluent in written and spoken English and Cantonese is a must. Mandarin is preferred
  • Exceptional verbal and written communication skills
  • Strong customer focus and ability to deliver great customer experiences
  • Excited about working with mainstream and social media data
  • Ability to prioritize, multitask, and perform effectively in a highly dynamic work environment
  • Ability to analyze data and draw meaningful insights that drive decision-making 
  • Strong problem solving skills and ability to quickly grasp and break down problems
  • Openness to feedback and dedication to consistent self-improvement
  • You must be currently residing in Hong Kong

 

 

The perks of working with us!

  • Awesome coworkers
  • 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
  • Flat hierarchy and strong support groups
  • Global presence with opportunity to travel
  • Gym Allowance
  • Fun team outings
  • Vibrant office space and well-stocked pantry
  • And more…

 

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