Client Support Specialist

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

Monitors Enterprise support consumption within their portfolio and provides 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

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.

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.