Meltwater

Account Manager

• Manage, renew, and grow assigned accounts after transition from the Enterprise Net New logo team
• Collaborate with Renewals Representatives on account retention and pricing-term negotiations
• Create customized account plans and strategies to improve customer retention and expand accounts
• Identify and pursue upselling and cross-selling opportunities
• Collaborate with the Customer Success team to increase engagement and solution utilization
• Build and maintain relationships with key accounts to drive engagement and satisfaction
• Monitor customer usage patterns to inform renewal and product-expansion strategies
• Execute proactive sales tactics to mitigate competitive threats during renewals

Enterprise Account Manager

Engineer

• Design and execute front-end architecture to translate user interface concepts into tangible solutions
• Provide technical guidance and demonstrate best practices in coding, testing, and integrating new functionalities
• Operate within an AWS cloud framework
• Collaborate across departments to develop software solutions
• Assess pull requests and provide insights using GitHub
• Prioritize customer satisfaction and understand the impact of products on customers' daily operations

Engineer Level 2

Customer Support

• Manage a portfolio of Enterprise Premium Support clients
• Handle day-to-day reactive requests by delegating tasks or addressing them directly
• Oversee completion of customers’ scope of work
• Create blueprints for Searches and Dashboards
• Architect and manage global project structures using Boolean logic and rule-based frameworks
• Support global account analysis, case management, and insights generation
• Translate complex data and technical findings into actionable recommendations
• Create, maintain, and update client governance documentation
• Monitor Enterprise support consumption and provide insights on themes and challenges
• Collaborate with the Customer Success Executive and Program Manager to enhance enterprise support offerings
• Support operational tasks for software and service deliveries
• Identify workflow inefficiencies and out-of-scope requests
• Prioritize and manage concurrent customer initiatives across global account portfolios
• Align support activities with customer strategies, operational goals, and success metrics
• Collaborate within a global delivery model across regions
• Act as a product expert, providing technical advice and guidance
• Deliver demos and conduct client training
• Show customers how to use the platform and maximize its capabilities

Client Support Specialist

• Manage, renew, and foster growth within assigned accounts after transition from the Client Acquisition team
• Drive sustainable, long-term account growth while overseeing renewals with support from Customer Success and Renewals teams
• Develop customized account plans and strategies to optimize customer retention and stimulate account growth
• Identify and pursue expansion opportunities, including upselling and cross-selling
• Collaborate with Customer Success to drive ongoing engagement and solution utilization
• Partner with Renewals Representatives to ensure account retention and negotiate pricing agreements
• Cultivate relationships with key stakeholders to drive engagement and satisfaction
• Monitor customer usage patterns to inform renewal and product expansion strategies
• Implement proactive sales processes to counter competitive threats during renewal negotiations

General Counsel

• Draft, review, and negotiate SaaS agreements, master services agreements, order forms, statements of work, data processing agreements, NDAs, and other commercial contracts
• Advise on customer, vendor, partner, and technology transactions
• Support sales and procurement teams throughout contracting, including reviewing deviations from standard terms and proposing solutions
• Advise on privacy, data protection, confidentiality, information security, and customer-data use
• Support contract interpretation, implementation questions, disputes, and day-to-day commercial matters
• Assist with legal issues involving product development, content, intellectual property, artificial intelligence, and digital services
• Monitor legal and regulatory developments affecting SaaS, media monitoring, content licensing, privacy, data protection, artificial intelligence, and digital services
• Improve legal processes, templates, playbooks, and contract-management practices with internal stakeholders
• Coordinate with external counsel when specialist advice is required
• Contribute to legal and compliance projects across the Australian and wider Asia-Pacific business
• Promote a practical, risk-aware, and commercially effective approach to legal support
• Provide clear and commercially useful advice to internal stakeholders
• Manage contracts efficiently while protecting key legal and commercial interests
• Identify risks early and escalate matters appropriately
• Build trusted relationships with Sales, Procurement, Product, and other business teams
• Contribute to scalable legal processes, templates, and contracting guidance
• Report to the Head of Legal for APAC as part of the wider global legal team

Corporate Counsel

Implementation Specialist

• Facilitate seamless onboarding for new Meltwater clients and drive adoption of key features
• Prioritize account setup and provide customized team training aligned with client objectives
• Collaborate with Client Acquisition, Client Success, CX, Training, Global Support, and Product teams
• Initiate and nurture client relationships during the first 30 to 60 days of subscription
• Lead and manage client implementations
• Serve as a trusted advisor and expert across Meltwater SaaS platforms
• Configure and set up applications to meet client outcomes
• Construct and manage complex Boolean logic queries and analytics
• Develop customized reports and dashboards to assess marketing, public relations, and social media campaigns
• Conduct online and in-person client training sessions
• Coordinate and prioritize project tasks, timelines, and project plans
• Drive engagement and product adoption through client interactions
• Communicate project status and deliverables with internal and external teams
• Maintain client satisfaction through proactive follow-up, responsiveness, and clear communication
• Track milestones and document client interactions and insights

Implementation Manager – Level II

Account Manager II

Program Manager

• Drive execution of key programs that achieve clients’ strategic objectives
• Manage a portfolio of Enterprise Premium Support clients
• Cultivate enduring business relationships with clients
• Monitor Premium Support consumption, analyze themes and challenges, and provide insights to the account Customer Success Manager
• Develop strategies and plans to address identified themes and challenges
• Lead Premium Support activations and proactively address concerns or feedback
• Collaborate with Premium Support teams to establish a unified vision across five pillars
• Translate high-level requirements into actionable projects and tasks
• Foster internal collaboration for seamless coordination across teams
• Understand clients’ strategies and objectives while overseeing high-quality delivery

Premium Support Program Manager

Customer Success Manager

• Collaborate with Renewal Managers and Account Managers to align customer needs
• Provide strategic guidance and support for adoption of Meltwater solutions
• Empower clients with tools and resources to cultivate advocacy and enhance billing relationships
• Understand customers' organizational context and objectives and tailor solutions
• Identify upselling and cross-selling opportunities with Account Managers
• Engage accounts ahead of renewal dates, support renewals, and mitigate risks
• Own customer account gross retention
• Drive client engagement and product adoption
• Conduct onboarding and training sessions for new customers
• Gather feedback through executive business reviews
• Identify expansion opportunities and communicate them to Account Managers

• Manage, renew, and grow assigned partner accounts
• Collaborate with Renewals Representatives to ensure account retention and negotiate pricing terms
• Create customized account plans and strategies to improve partner retention and expand accounts
• Identify and pursue upselling and cross-selling opportunities
• Collaborate with the Customer Success team to increase engagement and solution utilization
• Build and maintain strong partner relationships, engagement, and satisfaction
• Monitor customer usage patterns to inform renewal and product expansion strategies
• Execute proactive sales tactics to mitigate competitive threats during renewals

Partner Account Manager

People Operations

• Lead and manage the APAC People Operations team, including coaching, guidance, and career development
• Oversee onboarding, offboarding, HRIS transactions, employee job changes, benefits, and immigration processes
• Ensure compliance with local labor laws and internal policies across APAC locations
• Partner with the global People team on company-wide projects with an APAC perspective
• Drive operational efficiency, process improvements, and automation across the employee lifecycle
• Manage Workday workflows, JIRA ticketing systems, and onboarding platforms
• Provide proactive support and timely resolution of People-related queries
• Lead vendor relationships for benefits, background checks, and contractor onboarding
• Advise business leaders on People Operations best practices, programs, and scalable solutions
• Lead training and enablement programs for employees and managers
• Lead global and APAC internal audits and manage people systems audits
• Ensure data integrity and compliance
• Own or co-lead strategic People Operations projects
• Generate and analyze HR metrics and reports to inform decision-making and provide data insights

Manager, People Operations – APAC

• Drive growth within assigned accounts after transition from the Client Acquisition team
• Oversee renewals with support from Customer Success and Renewals teams
• Identify and pursue account expansion opportunities, including upselling and cross-selling
• Collaborate with Customer Success to drive engagement and solution utilization
• Partner with Renewals Representatives on account retention and pricing negotiations
• Cultivate relationships with key stakeholders to drive engagement and satisfaction
• Monitor customer usage patterns to inform renewal and product expansion strategies
• Implement proactive sales processes to counter competitive threats during renewal negotiations

Mid-Market Account Manager

• Serve as the central point of contact and primary relationship owner for Meltwater's Japanese government customers
• Build and maintain trusted, senior-level relationships with government stakeholders
• Act as a strategic advisor who understands each institution's mandate and objectives
• Collaborate with internal teams to align account activities with customer missions and strategic objectives
• Execute agreed-upon plans within mutually agreed timelines
• Develop and maintain comprehensive joint impact plans for top accounts
• Conduct regular customer business reviews, including at customer HQ offices in Tokyo
• Inform and guide customers on new features and releases
• Monitor adoption and utilization trends and provide tailored recommendations
• Identify renewal risk and retention challenges and partner with internal and sales teams on renewals
• Partner with the Named Account Executive to identify upsell and expansion opportunities
• Lead overall account planning and growth initiatives
• Partner with Support on product activations and knowledge-sharing
• Advocate for government customers and channel feedback to Product and Service teams
• Build enduring relationships supporting Meltwater's presence and reputation in the Japanese public sector