Enterprise Premium Support Lead

Meltwater; Austin (TX); Hybrid; USD 46,000 - 75,000; Full time

Benefits offered by this job

Comprehensive paid time off

Medical, dental, vision benefits

401(k) matching

Life insurance

Commuter benefits

Parental leave

CalmApp subscription

Job summary

Meltwater seeks a Premium Support Program Manager to optimize the Premium Support client journey and activate five pillars. You will translate high-level requirements into actionable projects, partnering with the accounts team to drive strategic initiatives for enterprise clients.

You will join a team that values mentorship, inclusive leadership, and continuous learning. This role involves cross-functional collaboration, client engagement, and delivering high-quality work in a dynamic

Qualifications

• Bachelor’s degree or above in a relevant field (Business/Marketing/Communication)
• 4 years of SaaS experience with cross-departmental work
• Experience in major business domains (Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, or Agency)
• Experience with large-scale implementations in Enterprise environments
• Strong analytical skills to address business challenges
• Excellent written and verbal English communication; ability to influence at all levels
• Hybrid work with in-office presence 3 days/week
• Legal right to work in the country of hire

Responsibilities

• Drive execution of key programs to meet the client’s strategic objectives
• Manage a portfolio of Enterprise Premium Support clients
• Build enduring client relationships and monitor premium consumption
• Analyze themes and provide insights to the CSM; develop action plans
• Lead activations and address feedback to boost satisfaction
• Collaborate with Premium Support teams to unify the five pillars and translate requirements into projects
• Foster internal collaboration to ensure coordinated, high-quality delivery

Skills

SaaS experience

Cross-department collaboration

Executive communication

Analytical skills

Boolean logic

Education

Bachelor’s degree or higher

Job description

Meltwater seeks a Premium Support Program Manager to optimize the Premium Support client journey and activate five pillars. You will translate high-level requirements into actionable projects, partnering with the accounts team to drive strategic initiatives for enterprise clients.

You will join a team that values mentorship, inclusive leadership, and continuous learning. This role involves cross-functional collaboration, client engagement, and delivering high-quality work in a dynamic