Client Onboarding & Implementation Specialist

Client Onboarding & Implementation Specialist

Professional Services & Support Hybrid Remote, Cape Town, South Africa

As a Meltwater Client Onboarding & Implementation Specialist to support the EMEA market, your primary responsibility is to facilitate a seamless onboarding experience for new Meltwater clients, ensuring the swift adoption of key features. Reporting to the Regional Onboarding & Adoption Manager, you will prioritise account setup and provide customized team training to ensure alignment with clients' objectives. Your role involves close collaboration with account teams and clients to ensure efficient knowledge transfer, precise solution installation, and configuration that surpasses client expectations.

• Collaborate seamlessly with colleagues across various teams, including Client Acquisition, Client Success, CX, Training, Global Support, and Product, to provide a tailored and flawless experience for your accounts.
• Initiate and nurture relationships with clients within the first 30 to 60 days of their subscription.
• Lead and manage client implementations to ensure smooth transitions.
• Establish yourself as a trusted advisor and expert across Meltwater s SaaS platforms.
• Assist in configuring and setting up the application to meet clients  desired outcomes effectively.
• Construct and manage complex Boolean logic queries and analytics for insightful data extraction.
• Develop and set-up customized reports and dashboards tailored to individual client parameters to assess the impact of their marketing, public relations, and social media outreach campaigns.
• Conduct both online and in-person training sessions to facilitate platform proficiency among clients.
• Coordinate and prioritize project tasks, manage timelines, and maintain comprehensive project plans.
• Drive engagement and adoption, fostering enthusiasm and passion through meaningful client interactions.
• Effectively communicate project status and deliverables with internal and external teams to ensure project success.
• Uphold client satisfaction through proactive follow-up, responsiveness, and clear communication.
• Track milestones and document client interactions and insights to enhance overall client experience and relationship management.

• A Bachelor s degree or higher and a minimum of 2 years of relevant experience in a client-facing role within software implementation, support or client management.
• Excellent written and verbal communication skills in English.
• Fluency or business proficiency in at least one or more of the following languages:
  Dutch, Finnish, French, German, Spanish, Swedish. Please specify all language skills in your application.
• A strong executive presence, coupled with excellent verbal and written communication skills, enables you to effectively convey ideas and build rapport.
• Empathy and an innate ability to understand customer needs, fostering rapid relationship development.
• Business acumen and a comprehensive understanding of diverse departmental and industry requirements.
• A customer-centric mindset, recognizing the significance of maintaining robust customer relationships.
• Strong problem-solving skills and exceptional organizational abilities, encompassing prioritization, scheduling, and time management.
• Demonstrated proficiency in presentation skills, adept at facilitating online meetings, delivering comprehensive training sessions, and collaborating with clients to address concerns.
• A deep understanding of and passion for media, news, and current affairs.
• Experience in crafting complex Boolean queries, underscoring your proficiency in data analysis and extraction techniques.
• Willingness to embrace the best of both worlds with our hybrid work schedule (in-office 2 days a week).
• The ability to legally work in the country of hire is required for this position.

• Enjoy flexible paid time off options for enhanced work-life balance.
• Meltwater demonstrates a commitment to your well-being by contributing towards Discovery Health, ensuring robust healthcare coverage.
• Complimentary Calm App subscription for you and your loved ones, because mental wellness matters.
• Energetic work environment with a hybrid work style, providing the balance you need.
• Benefit from our family leave program, which grows with your tenure at Meltwater.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

V & A Waterfront, 3 Dock Rd., 8001 Cape Town

To be confirmed

At Meltwater, we believe that when you have the right people in the right environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. We can t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers. Our award-winning global culture drives everything we do and creates an…