Key Account Manager, Client Success

Key Account Manager, Client Success - Applications are considered on a rolling basis - Sydney**About Meltwater**: Our culture is based on a fundamental belief in people and the potential they possess. Our employees embody the ‘work hard, play hard’ spirit, and we are lucky to have some of the best and most talented people out there. We pride ourselves on taking great people and helping them do extraordinary things in a dynamic, global environment that fosters positivity, entrepreneurship, and teamwork. With 20 years of experience in the field of online media monitoring, **Meltwater is a global leader in media intelligence and social analytics SaaS solutions** - helping to bridge the gap between Public Relations, Communications, and Marketing departments with an all-in-one solution powered by AI-driven insights. Through Meltwater's platforms, our clients are well equipped to stay on top of billions of online conversations and extract relevant insights - allowing them to strategically manage their brands and stay ahead of their competition. With 55 offices and 2,000 employees worldwide, Meltwater is a truly global partner to over 30,000 of the world’s most respected brands which rely on Meltwater to help inform their MarCom strategies and decision making. **Role: Key Account Manager, Client Success** As part of the Client Success team, **the Key Account Manager is responsible for managing, retaining, and growing a portfolio of Meltwater’s top tier clients across Australia**. You will be expected to demonstrate a thorough understanding of Meltwater’s products, and are responsible for driving engagement and adoption through all stages of the client life cycle and renewal process. **What You’ll Do**: - **Manage the top percentile of Meltwater clients with largest wallet share and growth potential**: - Actively foster and manage the success of a portfolio of Meltwater clients assigned to you - Establish a trusted relationship with each client and drive continuous value of our products - Improve client engagement and product adoption, and foster enthusiastic, passionate clients - Be responsible for customer satisfaction, retention, and expansion of existing accounts to grow revenue - Work with the sales teams to onboard and train new clients - Conduct client business reviews to track the health of your accounts, while listening to customer feedback and proactively discovering areas of improvement - Collaborate with the sales teams to identify upsell and cross sell opportunities to grow overall portfolio size - Negotiate and close renewal business with C-Level Executives and decision makers, enabling you to meet or exceed your quota - Take ownership of monthly churn / retention and growth targets for your specific client accounts - Proactively identify issues that may impact a renewal, and engage all available resources to resolve any knots - Track client’s usage of and activity level on our platforms to monitor the health / risk status of your accounts **Who You Are**: - Attained Bachelor’s degree (in any specialization) - Based in Sydney - 4 - 7 years of work experience in client servicing / client facing roles, ideally in account management, sales or business development roles - Familiar with account management responsibilities such as retention of clients, upselling and cross-selling across your client pool - Proven track record of fulfilling and exceeding sales targets - Derive great enjoyment being in client servicing roles with a naturally strong customer focus - Passionate about building relationships along with excellent interpersonal skills - Dealt with complex or escalated customer situations, and able to navigate large organizations and gain executive level buy-in - Strong empathy for customers, plus a passion for influencing customer revenue and growth - Ability to think outside the box and adopt a solution-oriented approach to solve problems for clients **What We Offer**: - Competitive remuneration package, with uncapped monthly commissions and quarterly bonuses - Fast career progression and empowerment in your role - Flat hierarchy with diverse, high-performance & collaborative teams - Global presence and a uniquely Meltwater culture like no other - Both flexible work arrangement & vibrant office spaces with well-stocked pantries - Generous vacation leave & work-life balance (#LI-ALSG) WORK WITH GREAT PEOPLE - NARESH NEHVIN Managing Director, Client Acquisition - "Meltwater has empowered me as a professional and individual. It has gifted me the rare opportunity to work with seasoned practitioners and industry leaders as a trusted consultant to their business."_ - FATEN AMZAH Key Account Manager, Client Success - "Meltwater entrusted me to work independently with regional key decision makers from the start. It all boils down to the support and trust that we place in our most important asset - people"_ - AMANDA SHAW Senior Manager, Client Success - "Meltwater teaches yo