Customer Service Representative managing customer inquiries, offers, and claims in Hamburg. Engaging with customers and supporting sales operations through ERP and CRM systems.
About the role
- Client Support Specialist managing Enterprise Premium Support for Meltwater clients. Collaborating with internal teams to enhance customer experience and support offerings.
Responsibilities
- Manage a portfolio of Enterprise Premium Support clients
- Handle day-to-day reactive requests by delegating tasks to Managed Services, Product Support, or addressing them directly as needed
- Responsible for overseeing the completion of the customer's scope of work
- Create "blueprints" for Searches and Dashboards, leveraging resources to address complex and specific client requirements effectively
- Architect and manage comprehensive global project structures by applying Boolean logic and rule-based frameworks to align global client strategy with cross-functional teams
- Leverage Boolean methodology and structured data approaches to support global account analysis, case management, and insights generation
- Translate complex data and technical findings into clear, actionable recommendations for customers and internal teams
- Create, maintain, and update governance documentation for each client, detailing global project architecture and applying Boolean methodology to ensure structured, consistent, and scalable delivery across cross-functional teams
- Monitors Enterprise support consumption within their portfolio and provides insights on key themes and challenges to the account Customer Success Executive (CSE) and/or Program Manager as needed
- Work closely with the Customer Success Executive & Program Manager to continually enhance our enterprise support offerings through collaborative efforts
- Support Customer Success Executive & Program Manager in completing operational tasks necessary for software and/or service deliveries
- Identify workflow inefficiencies or out-of-scope requests, and support the Customer Success Executive & Program Manager in alignment among all stakeholders regarding the scope of Enterprise support
- Prioritize and manage multiple concurrent customer initiatives, balancing urgency, impact, and effort across a global account portfolio
- Apply strong business acumen to understand customer strategies, operational goals, and success metrics, aligning support activities accordingly
- Collaborate effectively within a global delivery model, ensuring alignment, consistency, and execution excellence across regions
- Act as a product expert within an account team, providing technical advice and guidance to both clients and internal stakeholders
- Deliver demos, conduct client training, and show customers how to leverage the platform to achieve their specific business objectives
- Expose clients to the full capabilities of the platform, ensuring they understand all features and potential use cases to maximize value
Requirements
- Bachelor’s degree or higher in any field, accompanied by a minimum of 3 years experience in business-to-business client support, preferably within the SaaS industry
- Proficiency in at least one major business domain area (e.g., Retail, Consumer Goods, Government, Communications, Media, Tech Health, Life Sciences, Financial, Agency)
- Strong analytical skills enabling effective problem-solving in business contexts
- Demonstrated capability to communicate, present, and influence convincingly across all organizational levels, both internally and externally
- Strong understanding of AI technologies, coupled with a personal curiosity and motivation to explore and stay up-to-date on the latest breakthroughs in the field
- Applied structured problem-solving methodologies using Boolean logic and data structuring to guide analysis and decision-making
- Ability to translate structured data and insights into clear, actionable recommendations for internal and external stakeholders
- Highly organized, with the ability to effectively communicate milestones, status updates, and progress internally across cross-functional teams
- Proactive in identifying challenges, risks, and opportunities to drive customer success and operational excellence
- Cross-functional collaboration skills, adept at leveraging resources to prioritize customer satisfaction with a client-centric mindset
- Experience with large-scale enterprise implementations, understanding associated challenges and requirements
- Proficient in Boolean logic and data structuring methodologies
- Excellent written and verbal communication skills in 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.
Benefits
- Enjoy comprehensive paid time off that allows you to have an enhanced work-life balance.
- Excellent medical, dental, and vision options.
- 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.
- Thrive within our inclusive community and seize ongoing professional development opportunities to elevate your career
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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