Enterprise Premium Support Leader

Meltwater Group; Cape Town; Hybrid; ZAR 900,000 - 1,300,000; Full time

Benefits offered by this job

Flexible paid time off

Health coverage (Discovery Health)

CalmApp subscription

Hybrid work model

Family leave program

Professional development

Job summary

Meltwater is seeking an experienced Premium Support Program Manager to optimize the enterprise client experience. You will partner with the Customer Success Executive and accounts team to translate client goals into programmes that drive adoption and value from our software services.

You’ll manage activations, build strong executive relationships, and lead cross-functional delivery across our Premium Support pillars, ensuring delivery excellence and measurable client impact.

Qualifications

• 4 years in a client-facing SaaS role with a programme, technical advisory, or implementation component.
• A track record of managing complex enterprise clients and translating their objectives into structured delivery plans.
• Experience with large-scale project management 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.

Responsibilities

• 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.
• Drive Premium Support success across your assigned portfolio by uncovering key themes and opportunities, and sharing valuable insights with the account Customer Success Executive (CSE).
• 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 Premium Support 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.

Skills

Client facing SaaS

Programme management

Enterprise experience

AI fluency

English proficiency

Education

Bachelor’s degree or above

Job description

Meltwater is seeking an experienced Premium Support Program Manager to optimize the enterprise client experience. You will partner with the Customer Success Executive and accounts team to translate client goals into programmes that drive adoption and value from our software services.

You’ll manage activations, build strong executive relationships, and lead cross-functional delivery across our Premium Support pillars, ensuring delivery excellence and measurable client impact.