Premium Support Program Manager

Description

• We're seeking an experienced Premium Support Program Manager who will play a pivotal role in optimizing the client experience of top tier Enterprise clients. The Premium Support Project Manager understands our client’s goals, knows the product deeply, and can translate both into a programme that drives adoption and value from our software services offering.
• You will work closely with the Customer Success Executive (CSE) and wider accounts team, but you are the product and programme expert in the room. You are responsible for activation, adoption, and client capability.
• At Meltwater, you'll become an integral part of a vibrant community that appreciates your unique contributions and empowers you to thrive.

What You’ll Do:

• 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). Leverage your deep product expertise to craft innovative strategies and solutions that turn challenges into wins.
• 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.

What You’ll Bring:

• Bachelor’s degree or above, ideally in Business, Marketing, or Communication, laying the foundation for success in this role.
• 4 years of experience 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.
• Ability to navigate shifting project objectives, timelines, and priorities to address the evolving needs of our clients in the intricate enterprise sector.
• Comfort working across large organisations, including with C-level contacts.
• Data literacy: you can read your own portfolio metrics, spot patterns, and act on them without needing an analyst layer.
• AI fluency: you use AI tools as a standard part of how you research, prepare, and synthesise.
• Excellent written and verbal communication skills in English.
• The ability to legally work in the country of hire is required for this position.

What We Offer:

• Enjoy flexible paid time off for enhanced work-life balance
• Meltwater demonstrates commitment to your well-being by contributing towards Discovery Health, ensuring robust healthcare coverage
• Complimentary CalmApp subscription for you and your loved ones because mental wellness matters.
• Energetic work environment with a hybrid work style, providing the balance you need
• Benefit from our family leave program, which grows with your tenure at Meltwater.
• Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career.