Senior Implementation Manager
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Key skills for this role
About the Role
Meltwater is hiring a Senior Implementation Manager to facilitate seamless onboarding for new clients in the EMEA market. The role involves account setup, customized team training, and collaboration with account teams.
Key Skills for This Role
Responsibilities
- Collaborate with colleagues across Client Acquisition, Client Success, CX, Training, Global Support, and Product teams
- Initiate and nurture relationships with clients within the first 30 to 60 days of their subscription
- Lead and manage client implementations to ensure smooth transitions
- Establish yourself as a trusted advisor across Meltwater's SaaS platforms
- Assist in configuring and setting up the application to meet clients' desired outcomes
- Construct and manage complex Boolean logic queries and analytics for data extraction
- Develop and set up customized reports and dashboards tailored to client parameters
- Conduct online and in person training sessions to facilitate platform proficiency
- Coordinate and prioritize project tasks, manage timelines, and maintain project plans
- Drive engagement and adoption through meaningful client interactions
- Effectively communicate project status and deliverables with internal and external teams
- Uphold client satisfaction through proactive follow up, responsiveness, and clear communication
Requirements
- Bachelor's degree or higher
- Minimum 5 years of relevant experience in a client facing role within software implementation, support, or client management
- Excellent written and verbal communication skills in English and Arabic
- Strong executive presence and ability to build rapport
- Customer centric mindset
- Strong problem solving and organizational abilities
- Proficiency in presentation skills and facilitating online meetings
- Experience crafting complex Boolean queries
- Ability to legally work in the country of hire
Full Job Posting
What We’re Looking For
- As a Senior Implementation Manager to support the EMEA market, your primary responsibility is to facilitate a seamless onboarding experience for new Meltwater clients.
- Reporting to the Regional Onboarding & Adoption Manager, you will prioritise account setup and provide customized team training.
- Your role involves close collaboration with account teams and clients to ensure efficient knowledge transfer and precise solution installation.
What you will do
- Collaborate seamlessly with colleagues across various teams.
- Initiate and nurture relationships with clients within the first 30 to 60 days of their subscription.
- Lead and manage client implementations to ensure smooth transitions.
- Establish yourself as a trusted advisor and expert across Meltwater's SaaS platforms.
- Assist in configuring and setting up the application to meet clients' desired outcomes.
- Construct and manage complex Boolean logic queries and analytics for insightful data extraction.
- Develop and set up customized reports and dashboards tailored to individual client parameters.
- Conduct both online and in person training sessions to facilitate platform proficiency.
- Coordinate and prioritize project tasks, manage timelines, and maintain comprehensive project plans.
- Drive engagement and adoption, fostering enthusiasm and passion through meaningful client interactions.
- Effectively communicate project status and deliverables with internal and external teams.
- Uphold client satisfaction through proactive follow up, responsiveness, and clear communication.
What you will bring
- A Bachelor's degree or higher and a minimum of 5 years of relevant experience in a client facing role within software implementation, support or client management.
- Excellent written and verbal communication skills in English and Arabic.
- A strong executive presence, coupled with excellent verbal and written communication skills.
- Empathy and an innate ability to understand customer needs.
- Business acumen and a comprehensive understanding of diverse departmental and industry requirements.
- A customer centric mindset.
- Strong problem solving skills and exceptional organizational abilities.
- Demonstrated proficiency in presentation skills.
- A deep understanding of and passion for media, news, and current affairs.
- Experience in crafting complex Boolean queries.
- Willingness to embrace hybrid work schedule (3 days a week in office).
- The ability to legally work in the country of hire.
What We Offer
- Flexible paid time off.
- Daman Insurance and Bayzat Health App.
- Complimentary CalmApp subscription.
- Hybrid work style.
- Family leave program.
- Inclusive community and ongoing professional development opportunities.
Where You'll Work
- Al Shatha Tower, Dubai Media City.
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