广州招聘

Client Success Team, Meltwater Greater China

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 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 Managing Director and Client Experience Manager.

• Collaborate with 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.

What we would like to see from you

• 1-2 years of customer-facing work experience

• 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

The perks of working with us!

• Competitive Compensation Package - we have uncapped bonus scheme!

• 20 paid holidays

• Training program, conference, seminar for your personal and professional growth

• Comprehensive Medical insurance for you

• Business travel life insurance

• Fun, ambitious and international working environment

• Overseas management training and conference

• Gym Allowance with other cultural team activities

• Well stocked kitchen

• And more…

  
  

  APPLY NOW AT:

  https://emp.jobylon.com/jobs/31187-meltwater-greater-china-client-success-analyst-greater-china/

  
  

  
  

Meltwater的“Outside Insights”理念旨在帮助客户做出更好更明智的决策。
2001年，Meltwater创立于挪威首都奥斯陆，起步于媒体监测。
在六个大洲拥有62个办公室，2000多名员工。
提供媒体监测、社交媒体监测和监测数据分析报告。
处理数十亿在线文章、博客和社交媒体会话。
从在线数据中提取深度观点，辅助制定商业战略。
我们的客户不仅有从事公关、市场职能的专业人士，也有企业各个层面的管理层，涉及到的行业与企业规模，更是不尽相同。
Meltwater还运营非营利组织 – Meltwater创业技术学院（MEST），致力于培养未来一代企业家。
如果你希望加入世界上发展最快的媒体智能企业，那就快来加入Meltwater吧！