Premium Support Program Manager

Meltwater Group; Chicago (IL); Hybrid; USD 110,000 - 145,000; Full time

Benefits offered by this job

PTO

Medical/Dental/Vision

401(k) matching

CalmApp subscription

Hybrid work style

Job summary

Meltwater in Chicago, IL is seeking a Premium Support Program Manager (PSPM) to drive activation and fulfillment of our five Premium Support pillars. You will lead initiatives with the accounts team, turning high-level requirements into actionable projects and tasks that advance client outcomes.

The role requires a Bachelor's degree, 4 years of SaaS experience, and strong communication and analytical skills.

Qualifications

• Bachelor's degree or above required.
• 4+ years of SaaS experience with cross-departmental experience.
• Experience in at least one major business domain (Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, or Agency).
• Experience with large-scale enterprise implementations and related challenges.

Responsibilities

• Drive execution of programs that meet the client's strategic objectives.
• Own a portfolio of Enterprise Premium Support clients.
• Cultivate enduring and meaningful client relationships.
• Monitor Premium Support consumption; provide insights and develop plans to address themes.
• Lead Premium Support activations and address concerns to boost satisfaction.
• Collaborate with Premium Support teams to align on a unified vision across five pillars.

Skills

SaaS experience

Cross-department collaboration

Executive communication

Project management

Education

Bachelor's degree or above

Job description

Location: Chicago, IL, United States
Date Posted: Oct 8, 2026
Category: Professional Services & Support

Excited to embark on the journey of Premium Support Program Manager in Meltwater? We're seeking a dynamic individual like you to join our team and play a pivotal role in optimizing our Premium Support client journey. In the position of PSPM, you’ll spearhead the activation and fulfillment of our five Premium Support pillars. You will work closely with the accounts team, driving strategic conversations and initiatives internally and with clients to translate high-level requirements into actionable projects and tasks.

At Meltwater, you won't just thrive – you'll soar. Immerse yourself in an environment that fosters growth, where mentorship and inclusive leadership are not just buzzwords but core values. Rub shoulders with seasoned sellers and esteemed leaders, continuously learning and evolving alongside the best in the industry.

Join forces with us, and you'll become an integral part of a vibrant community that appreciates your unique contributions and empowers you to thrive. Let's embark on this journey together in PSPM and make a meaningful difference!

What You’ll Do:

Be Responsible for driving the execution of the key programs that achieve the client’s strategic objectives

Be responsible for a portfolio of Enterprise Premium Support clients

Cultivate enduring and meaningful business relationships with clients.

Monitor Premium Support consumption within the assigned portfolio, analyzing key themes and challenges, and providing insights to the account Customer Success Manager (CSM) as needed. Develop strategies and plans to address identified themes and challenges effectively.

Lead Premium Support activations and proactively address any concerns or feedback to boost client satisfaction and elevate the client experience.

Collaborate with Premium Support teams to establish a unified vision across our five pillars. Translate high-level requirements into actionable projects and tasks, empowering teams to drive successful execution.

Foster internal collaborations to ensure seamless coordination across teams. Gain deep insight into clients' strategies and objectives, while overseeing the delivery of high-quality work with an unwavering commitment to excellence.

What You’ll Bring:

Bachelor’s degree or above, ideally in Business, Marketing, or Communication, laying the foundation for success in this role.

4 years of SaaS experience with cross-departmental experience.

Experience of working in at least one major business domain such as Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, or Agency.

Experience with large-scale implementations and associated challenges and requirements in the Enterprise sector.

Demonstrated capability to comprehend business challenges and employ robust analytical skills to address them effectively.

Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization internally and externally, including executive and C-level.

Proficiency in Boolean logic and data structuring.

Ability to navigate shifting project objectives, timelines, and priorities to address the evolving needs of our clients in the intricate enterprise sector.

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

Excellent medical, dental, and vision options

401(k) matching, life insurance, commuter benefits, and parental leave plans

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

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 and supporting evaluation 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.