Isentia

Meticulously edit and proofread daily media briefings to ensure quality, timeliness, and relevance for clients. | Strong editing, comprehension, and attention to detail skills, with a remote work setup and availability for night shifts. | Off the back of some large new business wins, Isentia is looking to grow its team of Daily Briefing Editors. Who We Are: At Isentia, we're not just about gathering data—we're about transforming it into actionable insights that empower our clients to make informed decisions about their media strategy. Isentia is the Asia-Pacific region's leading media intelligence company; empowering clients to understand their brand and reputation. Our clients are diverse, ranging from globally renowned brands right through to government bodies and not-for-profit organisations. Isentia is part of the Access Intelligence group, a tech innovator, delivering high quality products that address the fundamental business needs of clients in the marketing and communications industries. We combine AI technologies with human expertise to analyse data and create insights to understand what has impact on an organisation and their key audiences. What does the Daily Briefings team do: As a Daily Briefings Editor, you'll be at the forefront of our mission to deliver high-quality, timely media briefings to our clients. Daily Briefings alert clients to key, relevant media items so that they can be informed, prepared and ahead of the curve. This role is well suited to a person interested in the media industry and an interest in news and current affairs. You should have excellent proofreading, comprehension and writing skills, with strong attention to detail. Here's a glimpse of what you'll be responsible for: • Ensuring Quality and Accuracy: You'll meticulously edit and proofread each briefing to ensure it meets our strict quality standards and client requirements. • Meeting Timeliness Targets: You'll work efficiently to ensure that briefings are delivered on schedule, every time, maintaining a solid understanding of our internal systems and processes. • Maintaining Client Focus: You'll stay connected with our clients' needs, incorporating feedback and suggestions to continuously enhance our service. • Driving Innovation: You'll embrace new ideas and ways of working, contributing to our culture of continuous improvement and innovation. • Monitoring Industry Trends: You'll stay updated on media trends and developments, ensuring our briefings remain relevant and insightful in an ever-evolving landscape. Shift Pattern & Hours: The shift patterns for the role include weekends, and the hours are 12:00am to 8:00am. Shift patterns are Tuesday to Friday, 12:00am to 8:00am and Wednesday to Saturday, 12:00am to 8:00am Location: Our main offices are based in Melbourne and Sydney, however, the role is a work-from-home role. Eligibility: Please note that this role is only open to Australian-based candidates who are citizens, Permanent Residents, or hold a visa with full working rights. Why You'll Love Working With Us: • Meaningful Work: Your contributions directly impact our clients' ability to stay informed and make strategic decisions. • Supportive Environment: Join a team that values integrity, collaboration, and individual growth, with opportunities for professional development and advancement. • Dynamic Culture: Be part of a vibrant workplace where innovation is encouraged, and your ideas are valued. • WorkLife Balance: We believe in work life harmony, offering flexibility and support to help you thrive both personally and professionally. Requirements What we offer: We have an open and inclusive culture where we embrace opportunities to do better and celebrate our achievements. We are an equal-opportunity employer that is dedicated to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of your application. We offer a range of benefits such as discounted private health insurance, an annual prescription eyewear reimbursement to eligible team members, a free employee assistance program that offers a range of services to support your health and wellbeing, plus 2 paid volunteer leave days per year - where you have the choice to support an organisation or cause that you are really passionate about. At Isentia we value the safety and well-being of our team members, suppliers and clients and have adopted a ‘no jab, no office’ policy regarding the ongoing management of Covid-19 in the workplace. It is a condition of employment to be fully vaccinated at all times in order to work for Isentia, regardless of the role or whether working flexibly/remotely during employment. Isentia may require you to provide vaccination evidence at the commencement of employment, and at any time throughout employment to confirm your compliance with this requirement.

Drive adoption and usage of SaaS tools for a large global enterprise client across the Americas by delivering training, technical support, and managing usage metrics to ensure customer satisfaction and retention. | Requires 3+ years in customer success or related roles, fluent Spanish, experience with global enterprise clients, strong communication and data skills, and ability to travel across the Americas. | Company Overview Pulsar Group Plc is a tech innovator, delivering high quality SaaS products that address the fundamental business needs of clients in the marketing and communications industries. We combine AI technologies with human expertise to analyse data and create insights to understand what has impact on an organisation and their key audiences – from customers to stakeholders, politicians to influencers and the media. The evolving Pulsar Group portfolio includes Isentia, the market-leading media monitoring, intelligence and insights solution provider; Pulsar, the most advanced audience intelligence and social listening platform; Vuelio, which provides monitoring, insight, engagement and evaluation tools for politics, editorial and social media in one place; and ResponseSource, the network that connects journalists and influencers to the PR and communications industry. Pulsar Group is an AIM-listed SaaS provider with over 1,000 employees across 10 countries. Our technology is used by 6,000 organisations every day, from global blue-chip enterprises and communications agencies to public sector organisations and not-for-profits. Role Overview The role of Customer Success Manager sits within the Pulsar Customer Success team, reporting to the VP of Customer Success/TBD. The role is remote and working from the US, EST time zone. The role is focused solely on one of our largest global enterprise clients and its primary function is to drive adoption across our tools amongst the user base in the Americas (Canada, USA and South America which requires fluent Spanish). The role will work alongside other Customer Success Team members, also working solely on this client across other regions but working together to drive adoption and proving value globally for the client, ultimately working towards renewal. This role will also work in conjunction with an Account Manager, whose role is focused on the commercial growth of the account. This role will be responsible for onboarding, delivering platform training, project support and technical guidance on our tools. This role will be targeted on adoption of the tools, namely usage data, CSAT and retention rate. This role would suit an organised, experienced and proactive customer success professional, as comfortable in the detail working with data as in the big picture, innovating to find the best solutions for our clients, bringing experience from an existing retention and value creation background. This role requires a dynamic and engaging presenter, someone who can quickly problem solve and delight users of our platform, driving them towards measurable value. Key Responsibilities • Develop deep relationships with the key stakeholders and users of the global enterprise client • Presenting highly engaging training sessions for users in English and Spanish. • Own the usage and adoption metrics for this client across the Americas region. • Support users with ad-hoc project support, problem solving and providing technical guidance. • Develop an understanding of client business needs, to ensure that clients derive value from their subscription, thus achieving higher product adoption and customer satisfaction. • Feed into the global adoption strategy for the client, working collaboratively with a dedicated team. • Generate proactive conversations with clients, pushing the use of our tools towards new teams, use cases and features. • Collaborate closely with Pulsar’s leadership team and customer success executives to mitigate risk and put in place support that will optimise retention. Profile We are looking for a candidate with an excellent academic record and engaging personality, who has an interest and experience in tech, marketing, and social media. Essential: • 2:1 Degree or equivalent. • 3+ year’s similar experience, working within a Customer Success, Account Manager or Support role delivering against adoption and renewal KPIs. • Fluent Spanish. • Experience working with global enterprise clients, with 1,000-10,000 users • Inspiring and engaging communicator, comfortable presenting to large groups virtually and in person. • Comfortable working with and analysing data, and handling technical questions. • Ability to travel when needed across the Americas. Desirable: • Experience in social listening, audience intelligence or social media analytics tools. • Experience working with global network agencies. • Understanding of media monitoring, crisis communications or reputation use cases. • Additional languages would be beneficial but not essential, such as Portuguese. • Experience working with Marketing, PR and Insights teams. • Experience using tools such as Salesloft, Salesforce, LinkedIn SalesNavigator, FullStory and Intercom.