Senior Client Support Specialist

About the role

We’re searching for Client Support Specialists to join our dynamic team and enhance our customer experience in the Premiums Support portfolio. In this role you will closely collaborate with the Program Manager and Sales to ensure customer requirements are fulfilled, 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, with mentorship, inclusive leadership, and a lively community that celebrates your unique contributions.

Responsibilities

• 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
• Oversee 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
• Monitor 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 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

Requirements

• Bachelor’s degree or higher in any field
• 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 a hybrid work schedule requiring you to be in the office 3 days a week
• Ability to legally work in the country of hire

Benefits

• Comprehensive paid time off for 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
• Energetic work environment with a hybrid work style
• Inclusive community and ongoing professional development opportunities

Pay

The base salary range for this role is $54,000 – $90,000 USD. Compensation may also include a performance-based bonus opportunity. Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location.