Job Description

The Enterprise CSE will work with the high yield and potential enterprise accounts in South East Asia region. We are a team of experienced customer success champions who are proud to be our clients\' trusted business partner in using media intelligence and social analytics.

Our mission is to help clients achieve both tactical and strategic business goals through insights drawn from Meltwater solutions.

In this role you will be responsible for the post-sale lifecycle of the customer. As a CSE, you will drive value for the customer\'s investment, leading to successful business and organizational objectives and outcomes as well as supporting our customer champions to achieve their KPIs, thereby achieving retention, renewal, and growth across your portfolio. You will be seen as the trusted advisor to these customers, will deeply understand their business and their needs. This role involves working closely with both internal and customer stakeholders, executive teams, senior executives, and users to ensure they get the maximum value and are well engaged at a product usage, technical, and community level. You will be the customer\'s strategic advisor, helping ensure value is made visible and customer has an excellent experience with Meltwater.

Responsibilities also include the following:

• Responsible for a portfolio of clients in South East Asia.
• Develop a trusted advisor relationship with customer stakeholders and executive sponsors to drive product adoption and ensure they are leveraging the Meltwater solutions to achieve business outcomes and value
• Create and nurture client relationship with decision makers in C-level suite
• Serve as the primary point of contact for the customers in your portfolio. Responsible for the customer adoption and escalation management.
• Partner and collaborate with internal teams to align account activities with the customer\'s business case and strategy.
• Execute with discipline on the agreed plans with timeline mutually agreed with the customer.
• Create and maintain a live and thorough joint impact plan on your top accounts within your portfolio.
• Inform and drive customer awareness on new features and releases
• Monitor adoption and utilisation trends, provide recommendations based on customer\'s business needs
• Identify renewal risk, retention and collaborate with internal and sales teams to ensure a successful renewal
• Identify upsell opportunities to enable the named AEs to drive growth and expansion
• Conduct regular customer business reviews
• Serve as the voice of the customer to drive continuous improvement across all areas including product

YOUR PROFILE

• Experience in a client-facing role ideally customer success, managing relationships with large/global, complex organizations, working with marketing, technical teams and sales teams.
• 5-10 years of experience in Account Management, Program/Project Management and understand how to pitch value vs price. Sophisticated business sense and understanding of underlying drivers/strategy of our customers business.
• Track record of leading value-based conversations and persuading others to act based on requirements and value provided by solutions.
• Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders.
• Handled difficult customers or situations and can demonstrate resolutions.
• The motivation and flexibility to work in a high-growth environment where things can change quickly.
• Excellent English language command with a secondary language such as Bahasa Melayu or Tagalog will be a plus.

Requirements:

• Bachelor\'s degree
• Currently based in Singapore
• At least 5-10 years of relevant Account management or Sales experience in SaaS customer success, consulting, technology, PR/Marketing or relevant industry
• Dependable, diligent and self-motivated
• Team players with ability to juggle multiple assignments and work in a collaborative environment
• Track record of driving customer renewal cycles, negotiating customer renewals to achieve retention targets as well as enabling and partnering your Named Account Executives to achieve their add-on (growth) revenue targets.
• Experience with media databases and social media analytics tools is a plus (e.g. Factiva, Cision, Brandwatch, Sprout, Sprinklr, SocialBakers, Google Analytics)

What We Offer:

• Competitive remuneration package
• Career progression & empowerment in your role
• Flat hierarchy with diverse, high-performance & collaborative teams
• Global presence & a uniquely Meltwater culture like no other
• Both flexible work arrangements & vibrant offices with well-stocked pantries

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