Client Support Specialist

Meltwater; Ciudad de México; Hybrid; MXN 670,000 - 1,004,000; Full time

Benefits offered by this job

Health insurance

Savings fund

Grocery vouchers

Birthday off

CalmApp access

Hybrid schedule

Family leave

Career development

Job summary

Meltwater is seeking a Client Support Specialist to join our Premiums Support portfolio. You will work with the Program Manager and Sales to deliver on customer requirements, advocate best practices, and leverage technology to solve challenges.

You will partner with global teams to architect project structures, create dashboards, and translate data into actionable recommendations for clients. Hybrid work is required with three days in the office.

Qualifications

• Bachelor's degree and at least 3 years of B2B client support in SaaS.
• Experience in at least one major business domain (Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, Agency).
• Strong analytical skills enabling problem-solving in business contexts.
• Excellent written and verbal communication in English.
• Knowledge of AI technologies and curiosity to stay updated.
• Experience with large-scale enterprise implementations.

Responsibilities

• 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.
• Oversee completion of the customer's scope of work.
• Create blueprints for Searches and Dashboards to address complex client requirements.
• Architect and manage global project structures aligning client strategy with cross-functional teams.
• Translate complex data and findings into clear recommendations for customers and internal teams.
• Create and maintain governance documentation for each client.
• Monitor enterprise support consumption and provide insights to leadership.
• Collaborate with Customer Success Executive & Program Manager to enhance enterprise support offerings.
• Prioritize multiple client initiatives and balance urgency, impact, and effort across a global portfolio.

Skills

Client support

SaaS experience

Analytical skills

English proficiency

AI knowledge

Boolean logic

Cross-functional collaboration

Enterprise software

Education

Bachelor's degree

Tools

Boolean logic

Job description

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:

• Enjoy private health insurance through MetLife for you and your dependents, complementing your state medical coverage
• Benefit from a company-matched Savings Fund to help you grow your financial security
• Receive monthly grocery vouchers to support your everyday essentials
• Enjoy an additional day off on your birthday, promoting a healthy work-life balance
• 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 (3 days a week in office)
• Benefit from our family leave program, which grows with your tenure at Meltwater.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Where You’ll Work:

Lago Alberto Street #375 Office 201 11320, Mexico City

Our Story

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

Our platform empowers our 27,000 customers around the world by transforming global media, social, and AI signals into actionable intelligence that leaders rely on to make faster, confident decisions.

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 reviewing 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.