Premium Support Program Manager

What We’re Looking For

Excited to embark on the journey of Premium Support Program Manager in Meltwater? We're seeking a dynamic individual like you to join our team and play a pivotal role in optimizing our Premium Support client journey. In the position of PSPM, you’ll spearhead the activation and fulfillment of our five Premium Support pillars. You will work closely with the accounts team, driving strategic conversations and initiatives internally and with clients to translate high-level requirements into actionable projects and tasks.

What You’ll Do

• Be Responsible for driving the execution of the key programs that achieve the client’s strategic objectives
• Be responsible for a portfolio of Enterprise Premium Support clients
• Cultivate enduring and meaningful business relationships with clients
• Monitor Premium Support consumption within the assigned portfolio, analyzing key themes and challenges, and providing insights to the account Customer Success Manager (CSM) as needed
• Develop strategies and plans to address identified themes and challenges effectively
• Lead Premium Support activations and proactively address any concerns or feedback to boost client satisfaction and elevate the client experience
• Collaborate with Premium Support teams to establish a unified vision across our five pillars
• Translate high-level requirements into actionable projects and tasks, empowering teams to drive successful execution
• Foster internal collaborations to ensure seamless coordination across teams
• Gain deep insight into clients’ strategies and objectives, while overseeing the delivery of high-quality work with an unwavering commitment to excellence

What You’ll Bring

• Bachelor’s degree or above, ideally in Business, Marketing, or Communication, laying the foundation for success in this role
• 4 years of SaaS experience with cross-departmental experience
• Experience of working in at least one major business domain such as Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, or Agency
• Experience with large-scale implementations and associated challenges and requirements in the Enterprise sector
• Demonstrated capability to comprehend business challenges and employ robust analytical skills to address them effectively
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization internally and externally, including executive and C-level
• Proficiency in Boolean logic and data structuring
• Ability to navigate shifting project objectives, timelines, and priorities to address the evolving needs of our clients in the intricate enterprise sector
• Excellent written and verbal communication skills in English
• Willingness to embrace the best of both worlds with our hybrid work schedule

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
• The base salary range is $46,000 - $75,000 USD. Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location

About the Role

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.

Benefits

• Comprehensive paid time off
• Medical, dental, and vision options
• 401(k) matching
• Life insurance
• Commuter benefits
• Parenthood leave plans
• Complimentary CalmApp subscription

Schedule

This role requires you to be in the office 3 days a week.

Pay

The base salary range is $46,000 - $75,000 USD. Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location.