Premium Support Program Manager

Meltwater News Us • Denver, CO

446d

About The Position

The Premium Support Program Manager (PSPM) at Meltwater is responsible for optimizing the client journey for Premium Support clients. This role involves spearheading the activation and fulfillment of five Premium Support pillars, collaborating with various teams to translate high-level requirements into actionable projects, and ensuring client satisfaction through effective relationship management and strategic planning.

Requirements

• Bachelor's degree or above, ideally in Business, Marketing, or Communication
• 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

Responsibilities

• 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
• 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
• Partner with the Named Account Executive (AE) to lead overall account planning and identify growth opportunities
• Collaborate with other Program Managers and the Head of Product for Global Services to continuously refine and enhance our Premium Support value proposition

Benefits

• Comprehensive paid time off
• Excellent medical, dental, and vision options
• 401(k) matching
• Life insurance
• Commuter benefits
• Parental leave plans
• Collaborative, transparent and fun loving office culture
• Accelerated professional development and growth programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Web Search Portals, Libraries, Archives, and Other Information Services
• Education Level: Bachelor's degree