Client Support Specialist

Professional Services & Support Hybrid Remote , Toronto,ON

Ready to explore the opportunity of Client Support Specialist in Meltwater? We’re searching for individuals like yourself to join our dynamic team and enhance our customer experience in the Premiums Support portfolio. As a Client Support Specialist, you will closely collaborate with the Program Manager and Sales to ensure customer requirements are fulfilled. You will advocate for innovation and best practice adoption, and leverage technology to address challenges.

Joining Meltwater means entering a space where you'll grow both personally and professionally. Our environment is all about helping you develop your talents, offering mentorship, and embracing inclusive leadership principles. You'll work alongside experienced colleagues and supportive leaders who are committed to guiding you.

Be part of our lively community, where we celebrate your unique contributions and encourage you to reach your full potential. Let's team up and dive into the world of client support, making a real difference together.

Manage a portfolio of Enterprise Premium Support clients

Handle day-to-day reactive requests by delegating tasks to Managed Services, Product Support, or addressing them directly as needed

Responsible for overseeing the completion of the customer's scope of work

Create "blueprints" for Searches and Dashboards, leveraging resources to address complex and specific client requirements effectively

Architect and manage comprehensive global project structures by applying Boolean logic and rule-based frameworks to align global client strategy with cross-functional teams

Leverage Boolean methodology and structured data approaches to support global account analysis, case management, and insights generation

Translate complex data and technical findings into clear, actionable recommendations for customers and internal teams

Create, maintain, and update governance documentation for each client, detailing global project architecture and applying Boolean methodology to ensure structured, consistent, and scalable delivery across cross-functional teams

Monitors Enterprise support consumption within their portfolio and provides insights on key themes and challenges to the account Customer Success Executive (CSE) and/or Program Manager as needed

Work closely with the Customer Success Executive & Program Manager to continually enhance our enterprise support offerings through collaborative efforts

Support Customer Success Executive & Program Manager in completing operational tasks necessary for software and/or service deliveries

Identify workflow inefficiencies or out-of-scope requests, and support the Customer Success Executive & Program Manager in alignment among all stakeholders regarding the scope of Enterprise support

Prioritize and manage multiple concurrent customer initiatives, balancing urgency, impact, and effort across a global account portfolio

Apply strong business acumen to understand customer strategies, operational goals, and success metrics, aligning support activities accordingly

Collaborate effectively within a global delivery model, ensuring alignment, consistency, and execution excellence across regions

Act as a product expert within an account team, providing technical advice and guidance to both clients and internal stakeholders

Deliver demos, conduct client training, and show customers how to leverage the platform to achieve their specific business objectives

Expose clients to the full capabilities of the platform, ensuring they understand all features and potential use cases to maximize value

Bachelor’s degree or higher in any field, accompanied by a minimum of 3 years experience in business-to-business client support, preferably within the SaaS industry

Proficiency in at least one major business domain area (e.g., Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, Agency)

Strong analytical skills enabling effective problem-solving in business contexts

Demonstrated capability to communicate, present, and influence convincingly across all organizational levels, both internally…