Bilingual Media Analyst 2

2 months ago

Toronto, Canada Meltwater Group Full time

**Description**

**Overview**:

- Key Responsibilities:_

Client Services
- Provide ongoing client support to an assigned list of accounts including scheduled meetings to discuss updates and changes to services
- Act as the client's primary contact for the curated newsletter service and help determine their media monitoring needs, as well as address and troubleshoot any concerns they might have with their service
- Act as search experts with extensive knowledge of Boolean search queries, syntax, and operators to best serve client
- Act as the liaison between the client and the contract Analyst dedicated to their account
- Periodically touch base with clients to ensure customer satisfaction
- Be prepared to provide one-off and special projects for clients as they come up
- Be able to build customized newsletter templates on Meltwater's media intelligence platform to suit the needs of each client

Sales
- Research prospective clients' industry and business prior to meeting
- Execute week-long trials of the curated newsletter service for prospective clients based on initial scope call and facilitate conversation and feedback with the prospective client for the duration of the trial
- Assist manager with duties related to scoping clients' needs and providing quotes as needed
- Work closely with the Meltwater sales teams on services for prospective and existing clients

Operations
- Build and maintain Meltwater platform accounts for new clients as they are brought on board using backend administration systems
- Must be trained and knowledgeable on each account they oversee in order to best serve clients and to be able to step in on sending newsletters to cover freelancer vacations and other emergency situations
- Take part in weekly local and global meetings
- Report directly to the team Manager and work as part of a team to complete assigned tasks

Training
- Train contract Analysts (both in person and over online platforms such as Zoom) on curated newsletter accounts
- Support and advise them on best practices

Product Development
- Liaise with development, engineering, and technology teams to troubleshoot platform issues
- Stay up-to-date on product development and provide feedback to the product team on the newsletter tool as needed

Desired Skills & Qualifications:

- Fully bilingual in English and French (written and spoken)
- Post-secondary education in fields related to Communications, Journalism, Research, Information, Media Studies, PR
- Knowledge of and experience with Google Drive, Microsoft SharePoint, Zoom, Slack, Outlook
- Excellent writing skills and ability to summarize long texts efficiently
- Minimum 2 years experience in a customer service role with an emphasis on service delivery
- Ability to work 6AM-3PM EST (preferably located in Eastern or Atlantic time zones)
- Proven ability to meet deadlines
- Ability to work remotely (and in-office when permitted if located in Toronto)
- Exceptional communication, interpersonal, research and leadership skills
- Client focus and the ability to support and enable teamwork
- Attention to detail, as well as a track record for meeting goals and tight deadlines
- Demonstrated interest in technology, new media, digital content, marketing, public relations, digital analytics, or social media
- Previous experience with Boolean search queries considered an asset
- Project management experience considered an asset
- Previous experience using Meltwater's media intelligence platform or other media monitoring technology considered an asset
- Previous experience with Mavenlink considered an asset

**Ideally, you are**:

- A morning person
- Willing to work remotely and potentially join the Toronto office when it reopens if you're in the area
- Familiar with the Canadian news media landscape
- Good computer skills
- Familiar with using Google Drive
- Good Communication skills
- Superior English writing skills
- Experience with media monitoring
- A team player
- Reliable
- French Speaking (Fluent speaking/reading/writing)

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