Senior Implementation Manager

Meltwater Group; Chicago (IL); Hybrid; USD 60,000 - 75,000; Full time

Job summary

Join a dynamic team as a Senior Implementation Manager at a forward-thinking company that empowers over 27,000 clients worldwide. In this pivotal role, you will ensure a seamless onboarding experience, helping clients adopt and maximize the use of Meltwater's innovative SaaS platforms. Your expertise will guide clients through complex implementations, while your strong communication skills will foster lasting relationships. With a commitment to professional development and a vibrant work culture, this opportunity offers the chance to make a significant impact in a collaborative environment. If you're passionate about media and technology, this role is tailor-made for you!

Benefits

Flexible paid time off

Medical, dental, and vision options

401(k) matching

Life insurance

Commuter benefits

Parental leave plans

CalmApp subscription

Professional development opportunities

Qualifications

• 3+ years in a client-facing role within software support.
• Proficiency in Meltwater products and strong business acumen.

Responsibilities

• Facilitate onboarding for new clients and ensure swift adoption of features.
• Develop customized reports and dashboards for clients.

Skills

Customer-centric mindset

Problem-solving abilities

Strong verbal and written communication skills

Organizational skills

Business acumen

Empathy

Education

Bachelor's degree

Tools

Meltwater products

Totango

Job description

Location: Chicago, IL, United States
Date Posted: Jan 29, 2025
Category: Professional Services & Support

As a Meltwater Senior Implementation Manager, your primary responsibility is to facilitate a seamless onboarding experience for new Meltwater clients, ensuring the swift adoption of key features. Reporting to the Regional Onboarding & Adoption Manager, you will prioritize account setup and provide customized team training to ensure alignment with clients' objectives. Your role involves close collaboration with both account teams and our clients to ensure efficient knowledge transfer, precise solution installation, and configuration that surpasses client expectations.

What you will do:

1. Collaborate seamlessly with colleagues across various teams, including Client Acquisition, Client Success, CX, Training, Global Support, and Product, to provide a tailored and flawless experience for your accounts.
2. Initiate and nurture relationships with clients within the first 30 to 60 days of their subscription.
3. Lead and manage client implementations to ensure smooth transitions.
4. Establish yourself as a trusted advisor and expert across Meltwater's SaaS platforms.
5. Assist in configuring and setting up the application to meet clients' desired outcomes effectively.
6. Construct and manage complex Boolean logic queries and analytics for insightful data extraction.
7. Develop customized reports and dashboards tailored to individual client parameters to assess the impact of their marketing, public relations, and social media outreach campaigns.
8. Conduct both online and in-person training sessions to facilitate platform proficiency among clients.
9. Coordinate and prioritize project tasks, manage timelines, and maintain comprehensive project plans.
10. Drive engagement and adoption, fostering enthusiasm and passion through meaningful client interactions.
11. Effectively communicate project status and deliverables with internal and external teams to ensure project success.
12. Uphold client satisfaction through proactive follow-up, responsiveness, and clear communication.
13. Track milestones and document client interactions and insights in Totango to enhance overall client experience and relationship management.

What you will bring:

1. A Bachelor's degree or higher is preferred for this role.
2. Minimum of 3 years of pertinent experience in a client-facing role within software support.
3. Proficiency in Meltwater products, coupled with comprehensive domain expertise and understanding of various use cases.
4. Demonstrated empathy and adeptness in swiftly comprehending customer needs, fostering rapid relationship development.
5. Strong business acumen, encompassing an understanding of diverse departmental and industry requirements.
6. Customer-centric mindset with a keen awareness of the significance of maintaining robust customer relationships.
7. Exceptional problem-solving abilities and exceptional verbal and written communication skills.
8. Outstanding organizational prowess, including effective prioritization, scheduling, and time management, even under pressure.
9. Proficiency in presentation skills and conducting online meetings, coupled with the ability to deliver comprehensive training and collaborate with clients to address concerns.
10. Deep-rooted passion for media, news, and current affairs.
11. Excellent written and verbal communication skills in [Language] and English.
12. Openness to embrace our hybrid work schedule, requiring presence in the office 2 days per month.
13. The ability to legally work in the country of hire is required for this position.

What We Offer:

1. Flexible paid time off that allows you to have an enhanced work-life balance.
2. Excellent medical, dental, and vision options.
3. 401(k) matching, life insurance, commuter benefits, and parental leave plans.
4. Complimentary CalmApp subscription for you and your loved ones, because mental wellness matters.
5. Energetic work environment with a hybrid work style, providing the balance you need.
6. Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.

Compensation Overview:

Base Salary of $60,000-$75,000 USD per year + 20% quarterly bonus [subject to the terms of the applicable bonus plan]. Total compensation range for this position: $72,000 - $90,000 USD per year.

When You'll Join: March 2025

Our Story:

The sky is the limit at Meltwater. 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 2,300+ 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 reach your goals.

So, in a nutshell, that's Meltwater. We love working here, and we think you will too.

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.