Senior Premium Support Program Manager

Location: Melbourne, VIC, Australia
Date Posted: Sep 11, 2025
Category: Professional Services & Support

What We're Looking For

Excited to embark on the journey of Premium Support Program Manager in Meltwater? We're seeking a dynamic individual like you to join our team and play a pivotal role in optimizing our Premium Support client journey. In the position of PSPM, you'll spearhead the activation and fulfillment of our five Premium Support pillars. You will work closely with the accounts team, driving strategic conversations and initiatives internally and with clients to translate high-level requirements into actionable projects and tasks.

At Meltwater, you won't just thrive – you'll soar. Immerse yourself in an environment that fosters growth, where mentorship and inclusive leadership are not just buzzwords but core values. Rub shoulders with seasoned sellers and esteemed leaders, continuously learning and evolving alongside the best in the industry.

Join forces with us, and you'll become an integral part of a vibrant community that appreciates your unique contributions and empowers you to thrive. Let's embark on this journey together in PSPM and make a meaningful difference

What You'll Do

• Be responsible for a portfolio of Enterprise Premium Support clients
• Cultivate enduring and meaningful business relationships with clients.
• Monitor Premium Support consumption within the assigned portfolio, analyzing key themes and challenges, and providing insights to the account Customer Success Manager (CSM) as needed. Develop strategies and plans to address identified themes and challenges effectively.
• 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 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.
• Partner with the Named Account Executive (AE) to lead overall account planning and identify growth opportunities
• Collaborates with other Program Managers and the Head of Product for Global Services to continuously refine and enhance our Premium Support value proposition

What You'll Bring

• Bachelor's degree or above, ideally in Business, Marketing, or Communication, laying the foundation for success in this role.
• Ideally 4 years of SaaS experience with cross-departmental experience.
• Experience of working in at least one major business domain such as Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, or Agency.
• Experience with large-scale implementations 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.
• Proficiency in Boolean logic and data structuring.
• Ability to navigate shifting project objectives, timelines, and priorities to address the evolving needs of our clients in the intricate enterprise sector.
• Excellent written and verbal communication skills in [Language] and English.
• Willingness to embrace the best of both worlds with our hybrid work schedule.
• This role requires you to be in the office 3 days a week.
• The ability to legally work in the country of hire is required for this position
  

What We Offer

• Enjoy flexible paid time off options for enhanced work-life balance.
• Gym & wellness allowance through our partnership with ClassPass.
• Community Outreach Days get involved & undertake charity work or volunteer as paid days off, based on employee tenure.
• Employee assistance programs cover mental health, legal, financial, wellness, and behavior areas to ensure your overall well-being.
• 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.
• Full Time position
• 85,000 - 118,000 OTE

Where You'll Work

Level 21, Tenancy 4/8 Exhibition St, Melbourne VIC 3000

Level 9/50 Carrington St, Sydney NSW 2000, Australia

When You'll Join

September

Our Story

The sky is the limit at Meltwater.

At Meltwater, we believe that when you have the right people in the right working environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to analyze over a billion pieces of data each day and make better business decisions.

Our award-winning culture is our north star and drives everything we do – from striving to create an environment where all employees do their best work, to delivering customer value by continuously innovating our products — and making sure to celebrate our successes and have fun along the way.

We're proud of our diverse team of 2,300+ employees in 50 locations across 25 countries around the world. No matter where you are, you'll work with people who care about your success and get the support you need to reach your goals.

So, in a nutshell, that's Meltwater. We love working here, and we think you will too.

Equal Employment Opportunity Statement

Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment.

All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations.

Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world.

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