Insights Analyst

Description

The Analysts on Canada’s Global Delivery team are responsible for overseeing and executing Meltwater’s curated newsletter service to a set client base.The curated newsletter service includes dependable, same-day delivery of Canadian and International news, filtered through a sophisticated human-engineered keyword process that ensures clients get the best insights into the news and conversations that are impacting their brand and industry. Our team provides coverage from all sources including print, social, web, and broadcast news, in a fully-branded, mobile-friendly newsletter emailed to clients’ stakeholders and full-text, licensed articles from major Canadian publications.

What You'll Do:

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
• Organize and maintain our backend library and guides on Google Drive, including but not limited to: creating and maintaining detailed instruction documents, distribution lists, and keywords for each curated newsletter account; creating newsletter templates and sample emails to supplement the sales, trial, and onboarding processes
• 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
  
  

What You'll Bring:

• 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 needed
• 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)
  
  

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.
• Salary range of $47,000 to $62,000 CAD, commensurate with experience and qualifications.
  
  

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.