Client Support Specialist

Meltwater; Toronto; Hybrid; CAD 40,000 - 53,000; Full time

Benefits offered by this job

Flexible paid time off

Medical, dental, and vision insurance

CalmApp subscription

Hybrid work environment

Professional development opportunities

Job summary

Meltwater in Toronto is seeking a Client Support Specialist to manage a portfolio of Enterprise Premium Support clients, collaborating with the Program Manager and Sales to translate complex data into actionable recommendations.

You will create blueprints for searches, build global project structures, and support cross-functional teams while delivering demos and client training. Hybrid schedule; eligibility to work in Canada required.

Qualifications

• Bachelor’s degree or higher in any field with at least 3 years in B2B SaaS client support
• Strong analytical, problem-solving, and communication skills across all levels
• Demonstrated ability to translate data and insights into actionable recommendations
• Familiarity with AI technologies and Boolean logic in data structuring

Responsibilities

• Manage a portfolio of Enterprise Premium Support clients
• Handle day-to-day reactive requests by delegating to Managed Services or Product Support
• Oversee completion of customers' scope of work
• Create blueprints for Searches and Dashboards
• Architect and manage global project structures aligning client strategy with cross-functional teams
• Translate data findings into clear recommendations for customers and internal teams
• Develop governance docs detailing global project architectures
• Monitor Enterprise support consumption and provide insights to CSE/Program Manager
• Deliver demos and client training to maximize platform value
• Identify workflow inefficiencies and align stakeholders on scope
• Prioritize multiple initiatives across a global account portfolio
• Collaborate with global delivery model to ensure consistency and execution
• Act as product expert within account team and provide technical guidance

Skills

Bachelor’s degree or higher in any

3+ years B2B SaaS client support

Analytical skills

English communication

AI technologies understanding

Boolean logic and data structuring

Cross-functional collaboration

Education

Bachelor’s degree or higher

Job description

Professional Services & SupportHybrid Remote , Toronto,ON

Ready to explore the opportunity of Client Support Specialist in Meltwater? We’re searching for individuals like yourself to join our dynamic team and enhance our customer experience in the Premiums Support portfolio. As a Client Support Specialist, you will closely collaborate with the Program Manager and Sales to ensure customer requirements are fulfilled. You will 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. Our environment is all about helping you develop your talents, offering mentorship, and embracing inclusive leadership principles. You'll work alongside experienced colleagues and supportive leaders who are committed to guiding you.

Be part of our lively community, where we celebrate your unique contributions and encourage you to reach your full potential. Let's team up and dive into the world of client support, making a real difference together.

What You’ll Do:

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

What You’ll Bring:

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.

What We Offer:

Flexible paid time off that allows you to have an enhanced work-life balance

Excellent medical, dental, and vision options

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.

For this role, the base salary range is $40,000 - $53,000 CAD.

Actual offers are determined based on job-related skills, experience, demonstrated capabilities, and work location. We typically hire within the range in a way that supports long-term growth, recognizing that compensation evolves as scope, performance, and impact expand over time.

We regularly review our compensation practices and conduct pay equity analyses to help ensure our decisions remain fair, objective, and market-aligned. Employees and candidates may request additional information on how compensation is determined, in line with local legal requirements.

Our Talent Acquisition Team is happy to walk you through the full compensation picture specific to your location and level during the interview process.

Where You’ll Work: 110 Spadina Ave, 6th floor, Toronto ON

Our Story

At Meltwater , we believe that when you have the right people in the right environment, great things happen.

Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers.

Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way.

We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers.

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’ll work with people who care about your success and get the support you need to unlock new heights in your career.

We are Meltwater. Inspired by innovation, powered by people.

Equal Employment Opportunity Statement

Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.

All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.

Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.

We may use AI to assist in aspects of our hiring process, such as review by candidate information, capturing interview notes, and supporting interview activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws.