Milda Nair - Client Success and Client Experience Consultant, ROQ CX

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Work Background

MeltwaterEMEA Implementation Director

Sep. 2022Dubai, United Arab EmiratesIn line with our ambition to scale the business and always aim to provide the best customer experience, I am currently responsible for centralizing Meltwater's client onboarding function in EMEA region. Our mission is ensuring that Meltwater clients get best in class onboarding and see the fastest time to value in the first 60 days of their partnership with us.

MeltwaterArea CX Director @ India, Middle East & Africa

Jul. 2021United Arab EmiratesResponsible for regional CX strategy and implementation. Driving the holistic business approach via cross-functional teams (which includes identifying risks and opportunities, priority setting, change management and employee engagement). Supporting Client Relations teams with their KPIs through entire customer journey (pre-sale, onboarding, business reviews and renewals).

MeltwaterEnterprise Client Director | Middle East

Jan. 2018 - Jul. 2021Dubai, United Arab EmiratesBuilding long-term relationships with key clients. Coordinating global partnerships via Meltwater's network of offices in 20+ countries. Consulting organizations on latest technologies and global trends in digital marketing and PR and empowering clients to make better, more effective, agile business decisions supported by data insights. Customer centric portfolio management with full commercial responsibility.

MeltwaterHead of Client Success

Oct. 2015 - Apr. 2018Cape Town Area, South AfricaManaging Director for Meltwater Africa, responsible for all CS profit and loss, team development and recruitment. Overseeing a portfolio of 600+ existing client partnerships and a team of 20 accross Africa, to ensure recurring business and market growth by delivering ongoing SaaS business intelligence solutions.

MeltwaterClient Success Manager for Africa

Feb. 2013 - Sep. 2015Team leading responsibility for a team of three members. Overseeing own client portfolio (of ˜100 accounts) and supporting the other two junior team members with their client accounts (team target responsibility). Managing planning and execution of daily team activities, involvement in hiring, training and mentoring other account managers and support staff. Executing (and contributing to improving) programs designed to drive client renewals, add-on software and services sales by increasing client satisfaction and product usage. Consulting, educating and supporting clients autonomously with the main goal of ensuring that all clients derive maximum value from their investment and utilize all their products.

MarkMonitor (part of Thomson Reuters)Senior Brand Protection Analyst

Mar. 2012 - Nov. 2012Vilnius, LithuainaSenior Brand Protection analyst’s position involves protecting global brands from trademark and brand name abuse on the internet. My work is aimed at analyzing clients’ business problems, detecting and removing infringing content, recognizing trends and coming up with the most suitable personalized approach, that ensures the highest ROI for each of my clients. Main brand protection areas that I deal with on a daily basis are counterfeit goods, trademark, copyright and patent infringements as well as affiliate/channel partner compliance. As a Senior Analyst I am also responsible for communications management within the team and internal training co-ordination.

BarclaysOpperational Support Analyst

Jan. 2010 - Dec. 2011• Resource management; • PMA; • Financial management; • Asset management; • Management of New Business; • Organizational management; • Communication; • Production of management information.

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