Meltwater Media

Director of Engineering Operations Location: Redwood City United States Job Description: Description What We're Looking For: The Director of Engineering Operations will build and lead an Engineering Operations function that increases delivery efficiency, release quality, and production reliability across the product engineering organization. Partner with Product on planning and commitments while owning the engineering operating system: metrics, SDLC standards, release governance, incident discipline, and responsible adoption of AI-assisted engineering practices. As the engineering organization scales, reliability increasingly depends on having a consistent operating system across teams. This role exists to design, implement, and lead the engineering operating system, creating clarity in how work moves from plan to production, how reliability is protected, and how modern AI-assisted practices are adopted safely and effectively across the organization. What You'll Do: - Engineering health metrics and insights - Standardize engineering metric definitions and instrumentation across teams. - Publish and maintain a trusted engineering scorecard and drive action from the data. - Provide leading indicators on delivery and operational risk into leadership forums. - SDLC standards and engineering quality system - Define and drive adoption of SDLC standards (definition of done, review standards, testing expectations by tier, security and observability requirements). - Establish lightweight compliance mechanisms through automation and tooling where feasible. - Release governance and launch readiness - Implement release readiness gates and disciplined rollout/rollback expectations. - Integrate release governance with Product and Engineering leadership launch processes. - Reliability and operational excellence governance - Mature incident management practices in partnership with Product, Engineering and Support leadership. - Raise the bar on post-incident reviews and enforce action closure through SLAs and escalations. - Drive systematic reduction of repeat incidents and operational toil. - AI-assisted engineering practices enablement - Define approved use cases and guardrails for AI-assisted development across coding, testing, review, documentation, and operations. - Partner with Security/Privacy and IT on compliant tooling rollout and training. - Run pilots, scale playbooks, and measure impact without regressing security or quality. - Build the function - Establish operating cadence, forums, and standard artifacts for engineering ops. - Hire and develop a small team over time as scope demands (programs, release readiness, developer productivity, metrics). What You'll Bring: - 12 to 18+ years in engineering operations, technical program leadership, production operations, developer productivity, or engineering leadership roles. - Demonstrated success building operating systems for 200+ engineer organizations (metrics, SDLC standards, release governance, incident/postmortem discipline). - Track record improving reliability outcomes (MTTR, repeat incident rate, change failure rate) via process and tooling interventions. - Experience leading through influence across senior engineering leadership, plus people management experience or clear readiness to build a team. - Practical understanding of AI-assisted engineering workflows and how to deploy them safely with governance and measurement. What We Offer: - Enjoy flexible 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 plans - 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. - Base Salary of $230K - $250K USD per year + 20% bonus [subject to the terms of the applicable bonus plan] Total compensation range for this position: $276,000 - $300,000 USD. per year. Where You'll Work: 275 Shoreline Drive Suite Redwood City, CA 94065 Our Story At Meltwater, we believe that when you have the right people in the right environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can't do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers. Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other's successes along the way. We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers. We're proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you'll work with people who care about your success and get the support you need to unlock new heights in your career. We are Meltwater. Inspired by innovation, powered by people. Equal Employment Opportunity Statement Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment. All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations. Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world. We may use AI to assist in aspects of our hiring process, such as reviewing candidate information and supporting evaluation activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws.

Title: Customer Success Manager II Location: Austin, TX, United States Category: Sales Job Description: What We’re Looking For: Begin your career as a Customer Success Manager II at Meltwater, where each day is dedicated to ensuring the continued success and satisfaction of our valued customers. We're searching for driven individuals to join our team and play a pivotal role in delivering exceptional experiences. As a Customer Success Manager II, your focus will be on driving impactful outcomes through product adoption, implementing risk mitigation strategies, and conducting user training. At Meltwater, we offer more than just a job—it's a pathway to personal and professional growth. Immerse yourself in an environment that cultivates your talents, fosters mentorship, and advocates for inclusive leadership principles. Engage with seasoned account managers and resilient leaders who are committed to supporting your journey of development. Join our team and become part of a diverse community that celebrates your unique contributions and empowers you to reach new heights. What You'll Do: - 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, tailoring solutions to their unique needs. - 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. What You'll Bring: - A Bachelor's degree or higher is preferred for this role, empowering you to demonstrate your academic prowess and contribute effectively. - 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 a flexible work schedule. We require that you are in office most weeks 3 days per week with flexibility to 5 days per week based on team and business priorities. - The ability to legally work in the country of hire is required for this position. What We Offer: - Flexible 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. Compensation Overview - Competitive Compensation: Base Salary of $43,000 -$64,000 USD per year + quarterly commission subject to the terms of the applicable bonus plan. - Total compensation range for this position: $80,3000 to $107,000 USD per year. Earnings are dependent on individual sales performance. Our Story At Meltwater, we believe that when you have the right people in the right environment, great things happen. Our best-in-class technology empowers our 27,000 customers around the world to make better business decisions through data. But we can’t do that without our global team of developers, innovators, problem-solvers, and high-performers who embrace challenges and find new solutions for our customers. Our award-winning global culture drives everything we do and creates an environment where our employees can make an impact, learn every day, feel a sense of belonging, and celebrate each other’s successes along the way. We are innovators at the core who see the potential in people, ideas and technologies. Together, we challenge ourselves to go big, be bold, and build best-in-class solutions for our customers. We’re proud of our diverse team of 2,200+ employees in 50 locations across 25 countries around the world. No matter where you are, you’ll work with people who care about your success and get the support you need to unlock new heights in your career. We are Meltwater. Inspired by innovation, powered by people. Equal Employment Opportunity Statement Meltwater is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: At Meltwater, we are dedicated to fostering an inclusive and diverse workplace where every employee feels valued, respected, and empowered. We are committed to the principle of equal employment opportunity and strive to provide a work environment that is free from discrimination and harassment. All employment decisions at Meltwater are made based on business needs, job requirements, and individual qualifications, without regard to race, color, religion or belief, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, marital status, veteran status, or any other status protected by the applicable laws and regulations. Meltwater does not tolerate discrimination or harassment of any kind, and we actively promote a culture of respect, fairness, and inclusivity. We encourage applicants of all backgrounds, experiences, and abilities to apply and join us in our mission to drive innovation and make a positive impact in the world. We may use AI to assist in aspects of our hiring process, such as reviewing candidate information and supporting evaluation activities. These tools are used only to assist our team through increased efficiencies. Every output continues to be reviewed by humans, and all hiring decisions are made by humans. We remain committed to evaluating candidates fairly, consistently, and in compliance with all applicable laws.

• Develop, update, and execute a comprehensive multi-year partnership strategy with our cloud partners and the partner ecosystem. • Drive joint Go-To-Market (GTM) initiatives to enhance Meltwater’s presence and solutions in the Co-sell and cloud partners Marketplace. • Build and nurture relationships with key cloud partner stakeholders. • Serve as the primary point of contact for all matters related to our cloud partnerships, ensuring effective collaboration and alignment. • Coordinate and align cross-functional teams to enable joint selling motions. • Promote and facilitate integration of Meltwater and cloud partner solutions to drive mutual growth. • Define clear objectives, milestones, and KPIs to monitor and report on partnership performance, ensuring alignment with strategic goals. • Represent Meltwater in partner meetings and events. • Identify and leverage opportunities for co-marketing and co-selling with cloud partners. • Actively drive joint pipeline development, enabling new customer acquisition and existing customer retention and expansion. • Evangelize our cloud partnerships internally and externally. • Conduct training sessions to educate stakeholders on the value proposition of our cloud partnerships.

• As a Meltwater Implementation Manager, your primary responsibility is to facilitate a seamless onboarding experience for new Meltwater clients, ensuring the swift adoption of AI key features. • Reporting to the program and Implementation Regional Manager, you will prioritize account setup and provide customized team training to ensure alignment with clients' objectives. • Collaborate seamlessly with colleagues across various teams, including Client Acquisition, Client Success, CX, Training, Global Support, and Product, to provide a tailored and flawless experience for your accounts. • Demonstrate strong leadership within account teams, guiding internal stakeholders to deliver seamless onboarding experiences. • Coordinate internally and within clients all tasks and actions to develop a comprehensive onboarding experience. • Initiate and nurture relationships with clients within the first 30 to 45 days of their subscription. • Lead and manage enterprise-level clients, including Fortune 500 accounts ensuring strategic alignment, smooth onboarding, and measurable adoption of Meltwater’s AI-powered solutions. • Champion innovation and the adoption of emerging technologies across implementation practices. • Assist in configuring and setting up the application to meet clients' desired outcomes effectively. • Develop customized reports and dashboards tailored to individual client parameters to assess the impact of their marketing, public relations, and social media outreach campaigns. • Proactively identify potential risks or blockers in implementations and escalate appropriately to maintain timelines and quality. • Conduct both online and in-person training sessions to facilitate platform proficiency among clients. • Drive engagement and adoption, fostering enthusiasm and passion through meaningful client interactions. • Effectively communicate project status and deliverables with internal and external teams to ensure project success. • Uphold client satisfaction through proactive follow-up, responsiveness, and clear communication.

• Join Meltwater's Client Insights team as Insights Analyst, where you'll play a key role in transforming data into meaningful narratives for our clients. • Contribute to bespoke reporting, using both quantitative and qualitative analysis to uncover trends, identify opportunities, and guide strategic decisions. • Interpret customer requirements, translate them into clear reporting deliverables, including generating dashboards, query building and recurring or ad hoc report formats. • Conduct quantitative and qualitative analysis of earned and owned media data, including social listening outputs, news coverage, and content performance, to identify key narratives, opportunities, and risks. • Craft contextual insights based on performance metrics and KPIs, turning raw data into clear, concise storylines. • Maintain visibility across reporting timelines, proactively communicate progress or blockers, and ensure methodological consistency and quality across all deliverables. • Uphold visual and formatting consistency across deliverables, proofreading for clarity, data integrity, and narrative cohesion. • Address customer inquiries and concerns regarding delivered reports, contributing to training and initiatives to enhance team knowledge and efficiency. • Own the reporting workflow from setup to delivery, ensuring clarity in expectations, smooth coordination with internal teams, and high-quality outputs for clients. • Utilize Meltwater software, Excel, and PowerPoint to extract data, synthesize findings, and package insights in a way that informs strategic decisions. • Develop strategies to improve report quality and objectives based on client feedback, ensuring timely completion of deliverables with high quality by effectively coordinating with the team.

• Own and manage relationships with strategic content partners across the Americas, including top-tier news publishers, content aggregators and distribution partners. • Lead end-to-end negotiations and renegotiations of licensing and revenue-share agreements, including renewals, expansions, and commercial restructures. • Drive partnership outcomes with a clear focus on gross margin performance, partner ARR growth, and long-term scalability. • Serve as the internal owner of assigned partnerships, coordinating closely with Product, R&D, Sales, Marketing, FP&A, and Legal to ensure successful execution. • Partner with Product and Engineering teams to support integrations, roadmap prioritization, and effective and compliant use of licensed content within products. • Enable GTM teams by ensuring partnerships are clearly positioned, well-understood, and effectively leveraged in customer conversations, and support customer-specific requests and engagements as required. • Collaborate with FP&A on forecasting, budgeting, reporting, and performance analysis related to content partnerships. • Monitor developments in copyright, AI regulation, and the broader media ecosystem, translating implications into practical partnership and deal strategy. • Identify opportunities to expand and optimize the value of existing partnerships through deeper penetration, new use cases, or improved commercial terms. • Travel occasionally to meet with partners and internal stakeholders, typically light travel averaging approximately once per month as needs dictate.