Client Support Specialist

What We’re Looking For

Ready to explore the opportunity of Client Support Specialist in Meltwater? We’re searching for individuals like yourself to join our dynamic team and enhance our customer experience in the Premiums Support portfolio. As a Client Support Specialist, you will closely collaborate with the Program Manager and Sales to ensure customer requirements are fulfilled. You will advocate for innovation and best practice adoption, and leverage technology to address challenges.

Joining Meltwater means entering a space where you'll grow both personally and professionally. Our environment is all about helping you develop your talents, offering mentorship, and embracing inclusive leadership principles. You'll work alongside experienced colleagues and supportive leaders who are committed to guiding you. Be part of our lively community, where we celebrate your unique contributions and encourage you to reach your full potential. Let's team up and dive into the world of client support, making a real difference together.

What You’ll Do

• Manage a portfolio of Enterprise Premium Support clients
• Handle day-to-day reactive requests by delegating tasks to Managed Services, Product Support, or addressing them directly as needed
• Responsible for overseeing the completion of the customer's scope of work
• Create "blueprints" for Searches and Dashboards, leveraging resources to address complex and specific client requirements effectively
• Architect and manage comprehensive global project structures by applying Boolean logic and rule-based frameworks to align global client strategy with cross-functional teams
• Leverage Boolean methodology and structured data approaches to support global account analysis, case management, and insights generation
• Translate complex data and technical findings into clear, actionable recommendations for customers and internal teams
• Create, maintain, and update governance documentation for each client, detailing global project architecture and applying Boolean methodology to ensure structured, consistent, and scalable delivery across cross-functional teams
• Maintain awareness of Enterprise support consumption within their portfolio and provide insights on key themes and challenges to the account Customer Success Executive (CSE) and/or Program Manager as needed
• Work closely with the Customer Success Executive & Program Manager to continually enhance our enterprise support offerings through collaborative efforts
• Support Customer Success Executive & Program Manager in completing operational tasks necessary for software and/or service deliveries
• Identify workflow inefficiencies or out-of-scope requests, and support the Customer Success Executive & Program Manager in alignment among all stakeholders regarding the scope of Enterprise support
• Prioritize and manage multiple concurrent customer initiatives, balancing urgency, impact, and effort across a global account portfolio
• Apply strong business acumen to understand customer strategies, operational goals, and success metrics, aligning support activities accordingly
• Collaborate effectively within a global delivery model, ensuring alignment, consistency, and execution excellence across regions
• Act as a product expert within an account team, providing technical advice and guidance to both clients and internal stakeholders
• Deliver demos, conduct client training, and show customers how to leverage the platform to achieve their specific business objectives
• Expose clients to the full capabilities of the platform, ensuring they understand all features and potential use cases to maximize value

What You’ll Bring

• Bachelor’s degree or higher in any field, accompanied by a minimum of 3 years experience in business-to-business client support, preferably within the SaaS industry
• Proficiency in at least one major business domain area (e.g., Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, Agency)
• Strong analytical skills enabling effective problem-solving in business contexts
• Demonstrated capability to communicate, present, and influence convincingly across all organizational levels, both internally and externally
• Strong understanding of AI technologies, coupled with a personal curiosity and motivation to explore and stay up-to-date on the latest breakthroughs in the field
• Applied structured problem-solving methodologies using Boolean logic and data structuring to guide analysis and decision-making
• Ability to translate structured data and insights into clear, actionable recommendations for internal and external stakeholders
• Highly organized, with the ability to effectively communicate milestones, status updates, and progress internally across cross-functional teams
• Proactive in identifying challenges, risks, and opportunities to drive customer success and operational excellence
• Cross-functional collaboration skills, adept at leveraging resources to prioritize customer satisfaction with a client-centric mindset
• Experience with large-scale enterprise implementations, understanding associated challenges and requirements
• Proficient in Boolean logic and data structuring methodologies
• Excellent written and verbal communication skills in English. Willingness to embrace the best of both worlds with our hybrid work schedule. This role requires you to be in the office 3 days a week. The ability to legally work in the country of hire is required for this position.

What We Offer

• Enjoy comprehensive paid time off that allows you to have an enhanced work-life balance
• Excellent medical, dental, and vision options
• 401(k) matching, life insurance, commuter benefits, and parental leave plans
• Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters
• Energetic work environment with a hybrid work style, providing the balance you need
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career
• Compensation Overview
• At Meltwater, we believe great impact deserves great reward. Our compensation approach is data-driven, market-informed, and built to scale with your growth. We benchmark roles against external market data and use structured leveling frameworks to ensure fairness, consistency, and internal equity across teams and geographies. These frameworks are based on objective, gender-neutral criteria in line with applicable pay transparency regulations. For this role, the base salary range is $44,000 - $58,000 USD. Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location. We typically hire within the range in a way that supports long-term growth, recognizing that compensation evolves as scope, performance, and impact expand over time. We regularly review our compensation practices and conduct pay equity analyses to help ensure our decisions remain fair, objective, and market-aligned. Employees and candidates may request additional information on how compensation is determined, in line with local legal requirements. Our Talent Acquisition Team is happy to walk you through the full compensation picture specific to your location and level during the interview process.