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The Customer Success team is a critical component to our revenue growth and culture at Meltwater. Every member of the team embodies our core values, extreme ownership, continuous development, fun, number 1, and respect. We drive tremendous business value by building deep customer relationships, delivering obvious impact, and ultimately expanding customer accounts across our breadth of products and building passionate customer advocates.
About the Account Manager, Customer Success
You will help customers understand the value and power of our media intelligence solution and develop new and lasting relationships in a variety of accounts within the Mid-Market segment in Sydney or Melbourne. You will be essential in helping us set, drive, and execute on our revenue goals and ultimately bring us closer to our vision of making Meltwater the default solution for companies' media intelligence needs.
As a key member of our growing Sales organization, you will play a critical role in Meltwater Australia's growth and upmarket trajectory.
The ideal candidate for this individual contributor role is excited to collaborate with corporate clients and their portfolio companies, understand their business, and help them drive and uplevel their media monitoring and social media strategy. Demonstrated success in exceeding sales objectives, knowing how to navigate complex deals with multiple decision makers and having a love for the thrill of the hunt is key to success in this role!
What You'll Do:
Part of a scaled motion
- Develop a trusted advisor relationship with customer portfolio with a view to renewing and expand relationships over time.
- Be an effective cross functional orchestrator, working in partnership with your Customer Success Manager to drive product adoption and overall client health to ensure customers are ready to take the next step.
- Expand relationships via up-selling, proactive outreach to a range of ideal customer profiles (ICP) like head of marketing, PR, investor relations, research & insights over email, phone and LinkedIn to learn about their business and challenges and ultimately grow customer accounts.
- Create and nurture client relationship with decision makers, Director level all the way to C-level suite and be very comfortable with muti-threading customer accounts.
- You will work with your CSM to have a good understanding of your clients' needs, pain points and where they seek strategic impact from a partnership with Meltwater.
- Articulate Meltwater's value proposition to decision makers, assess their buying interest, pitch relevant solutions either through online demonstrations or in person meetings, negotiate the pricing and T&C and close upsell opportunities.
- Proactively and intimately understand how your customer accounts measure value and over deliver throughout the life of the customer life journey
- Partner with our Customer Experience team by serving as the voice of the customer and collect feedback to drive continuous improvement across all areas including product.
- Partner with marketing and solutions consultants to proactively understand industry trends and know our products, ICPs and use cases inside out.
- Inspire and educate customers on Meltwater products/services with a view to turning them into advocates and champions.
- Diligently update Salesforce CRM and expertly manage tasks, pipeline, sales cycles and follow ups.
- Deliver a best-in-class client experience throughout the customer journey.
Who You Are:
- Currently based in Australia (Sydney or Melbourne)
- Demonstrated experience in overachieving revenue targets.
- 4+ years of successful customer success or account management with track record of revenue growth (preferably in a SaaS environment)
- You will be driven by having stamina and the ambition to overachieve targets.
- Experience working with a revenue growth role in either Customer Success, Account Management or Sales environment.
- Excellent communication, prioritization, critical thinking, and interpersonal skills
- Strong Influencing skills and proven ability to negotiate with Decision makers.
- Ability to work to monthly and quarterly targets in a performance driven environment.
Meltwater offers a competitive compensation plan with accelerating commissions and tremendous upside earnings potential.
What We Offer:
- A world recognised and unique company culture.
- Work with managers that truly value their people.
- Competitive compensation package with commissions, prizes, spiffs, and quarterly bonuses
- Empowerment in your role and career growth opportunities
- Unlimited Paid Time Off
- Comprehensive Medical insurance for you & international business travel insurance
- Hybrid work arrangements & vibrant offices
About Us
At Meltwater, we believe that when you have the right people in the right working environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to analyze over a billion pieces of data each day and make better business decisions.
Our award-winning culture is our north star and drives everything we do - from striving to create an environment where all employees do their best work, to delivering customer value by continuously innovating our products - and making sure to celebrate our successes and have fun along the way.
We're proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you will collaborate with people who care about your success and get the support you need to reach your goals.
So, in a nutshell, that's Meltwater. We love working here, and we think you will too.
