Meet with the team
At Meltwater, we believe that our success is directly tied to the value our clients derive from our services. To ensure clients realise business value from their investment at different stages in their journey with us, our Client Success team are committed to delighting our clients at every interaction, from understand what our clients needs, to create and deliver the right set of offerings that result in highly successful clients.
About Client Success Analyst
As a Client Success Analyst, serve as the first point for all support communications primarily via wechat platform to answer questions, provide assistance, troubleshoot issues, and route product feedback appropriately. You will proactively update clients of crisis in the media and help keep them up to date when they are experiencing crisis. You will work closely with Client Onboarding Manager to provide trainings to clients. All in all that help ensure high customer satisfaction and help clients realize the values we add in their organization during the life of the client’s subscription.
What you will be doing?
- Serve as the primary contact for the Meltwater China Clients on wechat platform. Solving problems related to product features, usability, technical issues and product performance, including participation in all aspects of pre-sale, customer onboarding/development, diagnosing/resolving technical issues and escalation support.
- Alert and provide real-time insight to the client immediately if there is any crisis, important event, and critical trends.
- Achieve the team targets for response times, service level and customer satisfaction, as established by the Managing Director and Client Experience Manager.
- Collaborate with the team across Client Success, Client Insight, Technical Service, Engineering and Marketing as needed to resolved issues and deliver great client experiences.
- In collaboration with Client Onboarding Manager to execute onboarding related activities for clients, eg, Trains and support clients on processes and using our products.
- Help keep both internal and customer-facing support documentation up-to-date.
- Actively provide recommendations for continuous product and process improvement.
- Build scalable customer-facing resources for common questions and issues.
WORK WITH GREAT PEOPLE
Managing Director, Client Success, Shanghai
Managing Director, Client Acquisition, Hong Kong
Managing Director, Client Success, Beijing
Managing Director, Client Acquisition, Beijing
SKILLS & REQUIREMENTS
What we would like to see from you
- 1-year working experience in a customer-facing role
- Fluent in written and spoken English and Mandarin is required
- Strong customer focus and ability to deliver great customer experiences
- Ability to prioritize, multitask, and perform effectively in a highly dynamic work environment
- Good verbal and written communication skills
- Strong problem-solving skills
- Ability to quickly grasp and distinctly explain technological and business concepts
- Open to feedback, constantly honing and refining skills to adapt to an ever-changing landscape
- University Degree of any disciplines
GREAT PLACE TO WORK
Competitive, comprehensive remuneration package
Gym Allowance with other cultural team activities
Global Business travel life insurance
Well stocked kitchens
Global meeting at cool destination
Overseas management training and conference
20 paid holidays
Comprehensive Medical insurance for you
Fun and international working environment
Personal Laptop
Work visa is available
I'm interested
Meet with the team
At Meltwater, we believe that our success is directly tied to the value our clients derive from our services. To ensure clients realise business value from their investment at different stages in their journey with us, our Client Success team are committed to delighting our clients at every interaction, from understand what our clients needs, to create and deliver the right set of offerings that result in highly successful clients.
About Client Success Analyst
As a Client Success Analyst, serve as the first point for all support communications primarily via wechat platform to answer questions, provide assistance, troubleshoot issues, and route product feedback appropriately. You will proactively update clients of crisis in the media and help keep them up to date when they are experiencing crisis. You will work closely with Client Onboarding Manager to provide trainings to clients. All in all that help ensure high customer satisfaction and help clients realize the values we add in their organization during the life of the client’s subscription.
What you will be doing?
- Serve as the primary contact for the Meltwater China Clients on wechat platform. Solving problems related to product features, usability, technical issues and product performance, including participation in all aspects of pre-sale, customer onboarding/development, diagnosing/resolving technical issues and escalation support.
- Alert and provide real-time insight to the client immediately if there is any crisis, important event, and critical trends.
- Achieve the team targets for response times, service level and customer satisfaction, as established by the Managing Director and Client Experience Manager.
- Collaborate with the team across Client Success, Client Insight, Technical Service, Engineering and Marketing as needed to resolved issues and deliver great client experiences.
- In collaboration with Client Onboarding Manager to execute onboarding related activities for clients, eg, Trains and support clients on processes and using our products.
- Help keep both internal and customer-facing support documentation up-to-date.
- Actively provide recommendations for continuous product and process improvement.
- Build scalable customer-facing resources for common questions and issues.
WORK WITH GREAT PEOPLE
Managing Director, Client Success, Shanghai
Managing Director, Client Acquisition, Hong Kong
Managing Director, Client Success, Beijing
Managing Director, Client Acquisition, Beijing
SKILLS & REQUIREMENTS
What we would like to see from you
- 1-year working experience in a customer-facing role
- Fluent in written and spoken English and Mandarin is required
- Strong customer focus and ability to deliver great customer experiences
- Ability to prioritize, multitask, and perform effectively in a highly dynamic work environment
- Good verbal and written communication skills
- Strong problem-solving skills
- Ability to quickly grasp and distinctly explain technological and business concepts
- Open to feedback, constantly honing and refining skills to adapt to an ever-changing landscape
- University Degree of any disciplines
GREAT PLACE TO WORK
Competitive, comprehensive remuneration package
Gym Allowance with other cultural team activities
Global Business travel life insurance
Well stocked kitchens
Global meeting at cool destination
Overseas management training and conference
20 paid holidays
Comprehensive Medical insurance for you
Fun and international working environment
Personal Laptop
Work visa is available
ABOUT THE COMPANY
Meltwater is a global leader in media intelligence software that helps companies make better, more informed decisions based on insights from the outside. Our software combines the power of AI with the most comprehensive source database in existence to empower our clients to make better and timely decisions.
With 55 offices, over 2000 employees across America, Asia Pacific, Europe, Middle East & Africa. We are dedicated to personal, global service built on local expertise. We also operates the Meltwater Entrepreneurial School of Technology (MEST), a nonprofit organization devoted to nurturing future generations of entrepreneurs.
We have won several awards as a Top Employer worldwide and most recently been accredited as “Asia's Best Multinational Workplaces 2018”, “Best Companies to Work For in Hong Kong 2018”, “Best Companies to Work For in Greater China 2017” by Great Place to Work™. We're looking for exceptional candidates to contribute to our exponential growth in Greater China.
Our Culture
Our culture is based on a fundamental belief in people and the potential they possess.
Inspiring, Fun & Dynamic - We create a fun, ambitious, collaborative and international working environment where everyone is motivated by each other to discover new strengths and shine even brighter.
Entrepreneurial - We keep our entrepreneurial spirit alive —delighting in hard work and relishing the feeling of accomplishment that comes with it.
Celebrate Success & Keep Learning - We celebrate our victories without losing our drive to improve—whether in reaching personal goals or corporate milestones.
Check out our career site to learn more - https://www.meltwatercncareer.com
April Tang | Hiring Manager
I'm interested
Meltwater Greater China
Visit website
Get email alerts for the latest"Client Success Analyst (Shanghai Based) jobs in Shanghai"