Senior Implementation Manager

Description

What We're Looking For:

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 AI key features. Reporting to the program and Implementation Regional Manager, you will prioritise account setup and provide customized team training to ensure alignment with clients' objectives. You will play a key role in helping clients understand and leverage Meltwater's AI capabilities.

Your role involves close collaboration with account teams and clients to ensure efficient knowledge transfer, precise solution installation, and configuration that surpasses client expectations.

Joining Meltwater means immersing yourself in a culture of continuous growth and development. Our environment is tailored to nurture your leadership skills, encourage collaboration, and uphold principles of inclusive leadership. Collaborate with seasoned professionals and influential leaders who are committed to guiding you towards success.

Partner with us, and you'll integrate into a vibrant community that recognizes and celebrates your contributions, empowering you to make a meaningful impact.

What You'll Do:

• 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.
• Demonstrate strong leadership within account teams, guiding internal stakeholders to deliver seamless onboarding experiences.
• Coordinate internally and within clients all tasks and actions to develop a comprehensive onboarding experience
• Initiate and nurture relationships with clients within the first 30 to 45 days of their subscription.
• Lead and manage enterprise-level clients, including Fortune 500 accounts ensuring strategic alignment, smooth onboarding, and measurable adoption of Meltwater's AI-powered solutions.
• Champion innovation and the adoption of emerging technologies across implementation practices
• Establish yourself as a trusted advisor and expert across Meltwater's SaaS AI platforms.
• Leverage AI-driven tools and data insights to enhance onboarding efficiency, optimize workflows, and deliver smarter client solutions.
• Assist in configuring and setting up the application to meet clients' desired outcomes effectively.
• Construct and manage complex Boolean logic queries and analytics for insightful data extraction.
• Develop customized reports and dashboards tailored to individual client parameters to assess the impact of their marketing, public relations, and social media outreach campaigns.
• Proactively identify potential risks or blockers in implementations and escalate appropriately to maintain timelines and quality.
• Conduct both online and in-person training sessions to facilitate platform proficiency among clients.
• Coordinate and prioritize project tasks, manage timelines, and maintain comprehensive project plans.
• Drive engagement and adoption, fostering enthusiasm and passion through meaningful client interactions.
• Effectively communicate project status and deliverables with internal and external teams to ensure project success.
• Uphold client satisfaction through proactive follow-up, responsiveness, and clear communication.
• Track milestones and document client interactions and insights to enhance overall client experience and relationship management.
• Identify opportunities to streamline and improve internal processes for greater scalability and client satisfaction.

What You'll Bring:

• A Bachelor's degree or higher and a minimum of 3 years of relevant experience in a client-facing role within software support
• A strong executive presence, coupled with excellent verbal and written communication skills, enables you to effectively convey ideas and build rapport.
• Empathy and an innate ability to understand customer needs, fostering rapid relationship development.
• A keen interest in AI technologies and an understanding of how they can enhance client onboarding and operational efficiency.
• Business acumen and a comprehensive understanding of diverse departmental and industry requirements.
• Proven ability to lead cross-functional teams and influence without direct authority
• Strong multitasking capability - comfortable managing several client projects simultaneously in fast-paced environments.
• A customer-centric mindset, recognizing the significance of maintaining robust customer relationships.
• Strong problem-solving skills and exceptional organizational abilities, encompassing prioritization, scheduling, and time management.
• Demonstrated proficiency in presentation skills, adept at facilitating online meetings, delivering comprehensive training sessions, and collaborating with clients to address concerns.
• A continuous improvement mindset, always seeking ways to enhance team collaboration and implementation effectiveness.
• A deep understanding of and passion for media, news, and current affairs.
• Experience in crafting complex Boolean…