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Program Manager
New York, NY
Job Description
Description
The Premium Support Program Manager (PSPM) serves as a Premium Support Leader responsible for orchestrating and overseeing the activation and fulfillment of the five Premium Support pillars. This pivotal role involves close collaboration with the accounts team, contributing to strategic conversations and initiatives both internally and with clients. The PSPM plays a critical role in translating high-level requirements into actionable support projects and tasks, ensuring that Premium Support delivers an exceptional experience to clients while helping them achieve their strategic objectives.
What You'll Do:
Manage a portfolio of Enterprise Premium Support clients, ensuring their needs and objectives are met.
Create a unified vision and execution plan in coordination with all Premium Support teams responsible for their respective services within the five pillars.
Translate high-level client requirements into actionable projects and tasks.
Ensure alignment across all stakeholders regarding what falls within the scope of Premium Support and be accountable for Managed Services delivery.
Collaborate with other Professional Services leaders and Sales to align on delivery expectations for work that falls outside the scope.
Work closely with the Customer Success Manager (CSM) and Named Account Executive (AE) to ensure alignment, knowledge sharing, and collaboration on strategic initiatives or projects. The PSPM leads in informing Pillar activities.
Jointly own the Premium Support playbook with other PSPMs, ensuring it is up-to-date and aligns with client needs and industry best practices.
Work with other Program Managers and the Global Services Head of Product to continually develop Meltwater's Premium Support value proposition.
Advocate for innovation and best practice adoption and identify opportunities to apply technology where appropriate to solve client challenges.
Act as a coach and advocate for other Premium Support team members, helping them excel in their roles.
What You'll Bring:
Proficiency in Meltwater's platform or the capability to become an expert.
Strong understanding of Boolean and Data Structuring.
Proven ability to understand complex business problems and apply strong analytical skills.
Demonstrated ability to communicate, present, and influence effectively at all levels of the organization, including executives and C-level.
Experience with larger scale implementations and associated challenges and requirements in the Enterprise space.
Ideally, 4+ years of Meltwater and/or SaaS experience, with multi-department experience being highly desired.
Experience in at least one major business domain area (Retail / Consumer Goods, Government, Communications / Media / Tech, Health / Life Sciences / Financial, Agency).
Proven experience working cross-functionally and collaboratively to achieve the best outcomes for clients and Meltwater.
What We'll Give You:
Competitive compensation - Base Salary range for this position: $70k - $105k USD per year before bonuses. The company also offers for this position discretionary bonuses subject to the terms of the applicable bonus plan.
Comprehensive Paid Time Off & generous paid & unpaid leave policies
Excellent medical, dental, and vision options
401(k) matching, life insurance, commuter benefits, and parental leave plans
Collaborative, transparent and fun loving office culture
Accelerated professional development and growth programs
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
4+ years
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