As part of our series on How Meltwater Uses Meltwater, I reached out to Michelle Lee and Troy Weinberg from our Client Success team to learn how they use Meltwater products to achieve their goals. I’m excited to share their insights in their own words here.
Michelle Lee
Area Director, Client Success
Client Success Account Managers here at Meltwater use our own products in a variety of ways, most importantly to become advocates for our clients. When thinking of our Client Success Managers they are typically great at understanding their customers' strategies and needs. Reasons for this include: hiring great talent, being curious, and having a deep understanding of the industry. How we enable and empower them to have this deep understanding is our very own product!
Let’s take the COVID-19 pandemic as an example. When COVID-19 first happened it was the first global pandemic any of us in our lifetime ever experienced. Our Client Success teams were not experts admittedly…yet. So how can they speak from a place of value when advising top Government and Healthcare organizations in March 2020?
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Created searches with critical alerts around specific industries
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Created searches on both news and social in relation to their client's industries, company names, and products
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Understood that information through our dashboard analytics
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Identified top authors in the space via our Explore tools
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Set up searches on their contacts and when they were being quoted
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And most importantly…learn. Learn how to use this information to help other businesses strategize their PR and Social Media efforts moving forward
In doing the above, our Client Success teams were able to quickly adapt to the new world we were all living in and become strategic partners to their clients.
Although this is an extreme example it is a part of our day-to-day at the organization. We hire individuals with a passion and a craving for success. We are customer-centric and the client is always the hero of our story. To do this effectively we need to know about our client's industries, influencers, executives, products, etc. Using our own tools is the “secret sauce” to our success.
Troy Weinberg
Account Executive, Client Success
The key focus of my role is to collaborate with Meltwater Client Account Managers to help increase user adoption and portfolio growth.
In order to achieve this, I must stay up to date with any events or changes impacting our clients. This information allows me to conduct value-driven conversations with key stakeholders which will hopefully lead to future growth opportunities.
Owler allows me to perform high-level research on any organization and set up custom, real-time alerts on events impacting the clients within my portfolio.
For research, Owler’s company profiles give me a great overview of the business (see below).
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Latest news and key events provide a good overview of the direction the company is moving.
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Competitor lists help me to understand the peers they care about.
For prospecting, I utilize Owler’s custom company insight alerts to help us decide the best way to reach out and engage our clients. For example, leadership changes allow us to make quick introductions to key decision-makers. New partnerships or product launch alerts mean we can lead conversations on how we can support the success of these events.
For internal collaboration, I leverage the insight alerts to better communicate client news with Meltwater Account Managers.
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Daily email morning insights reflect my client portfolios which I then vet in order of importance.
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Real-time Slack alerts are my primary method of internal collaboration with my team (see below)
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These insights are discussed in team meetings and pipe reviews to determine how we can incorporate them in conversations with our clients. Some findings may be used in future strategy discussions while others may be used as business ideas for growth opportunities.
Thanks for sharing your process, Michelle and Troy! 🙌
In case you missed any of the other entries in this series, check out our starter post (with links to all in the series) here:
