Principal role in Fannie Mae's Structured Transactions team shaping business strategy and driving executions. Engage in sales, structuring, negotiation, and relationship building with multifamily owners and DUS lenders.
About the role
- Customer Success Manager at Meltwater focusing on client satisfaction and product adoption. Collaborating with teams to drive account growth and enhance customer experiences.
Responsibilities
- Collaborate with internal stakeholders, including Renewal Managers and Account Managers, to align customer needs effectively.
- Provide strategic guidance and support to ensure comprehensive adoption of Meltwater solutions, maximizing value for customers.
- Empower clients with tools and resources to cultivate strong advocacy, enhancing billing relationships.
- Foster a deep understanding of customers' organizational context and objectives through close collaboration.
- Seamlessly partner with the Account Manager team to identify upselling and cross-selling opportunities, driving overall customer account growth.
- Proactively engage with accounts ahead of renewal dates to support renewals, mitigate risks, and address 'at-risk' accounts.
- Take ownership of customer account gross retention, prioritizing high levels of satisfaction and loyalty.
- Drive client engagement and product adoption to ensure ongoing value delivery.
- Conduct thorough onboarding and training sessions for new customers, facilitating seamless integration with Meltwater solutions.
- Gather customer feedback through executive business reviews, fostering continuous improvement and addressing evolving needs.
- Identify expansion opportunities and communicate them to Account Managers, contributing to the growth and success of customer accounts.
Requirements
- A Bachelor's degree or higher is preferred for this role.
- Demonstrated expertise in customer success, account management, or a related field, backed by at least 3 years of hands-on experience in account management.
- Exceptional communication and interpersonal skills, enabling the establishment and maintenance of strong customer relationships.
- Results-driven mindset, dedicated to achieving customer satisfaction and fostering their success.
- Proactive approach in identifying and addressing customer needs and opportunities promptly.
- Collaborative spirit, adept at working closely with cross-functional teams to ensure seamless customer success.
- Excellent written and verbal communication skills in English.
- Willingness to embrace the best of both worlds with our hybrid work schedule.
Benefits
- Enjoy comprehensive paid time off that allows you to have an enhanced work-life balance.
- Excellent medical, dental, and vision options
- 401(k) matching, life insurance, commuter benefits, and parental leave plan
- 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.
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