Remote - UK Customer Experience Regular remote
At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.
Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow.
Empower your impact at Cision. Be seen, be understood, be you.
The Onboarding & Implementation Consultant in the EMEIA Customer Experience organisation will be responsible for the efficient and successful onboarding of all relevant customers across all our platforms in alignment with the customers’ needs, achieving customer satisfaction ensuring optimal time to value. The O&I Consultant will be working closely with the rest of the Customer Experience team to deliver a world class experience for every customer at every touchpoint.
What you'll do:
- Performs customer facing onboarding activities, including but not limited to customer discovery, desired outcome creation, success planning and in-depth platform training.
- Performs back-office onboarding activities, including but not limited to new account activations, platform configuration, keyword/search entry and refinement.
- Executes against key onboarding KPIs, including key milestone achievement, response time, time to value, and customer satisfaction.
- Ability to articulate customer desired outcomes and convert into Cision Customer Success deliverables.
- Continually learning & developing knowledge of all Cision platforms demonstrating credibility to successfully onboard customers.
- Works in highly consultative manner with customers to determine and understand their needs and goals to provide tailored guidance in successful adoption of Cision platform.
- Engages customers regularly throughout the onboarding period to address customer questions and concerns, ensuring a world class onboarding experience.
- Works cross-functionally with all customer facing roles to ensure a smooth and successful transition from sales to onboarding to customer success.
What are we looking for:
- Excellent English and German language skills, written and verbal. Additional languages are an advantage.
- Highly customer focused; shows a real passion for the customer success industry.
- Driven, self-starter, enthusiastic and with an “ownership” mentality.
- Adaptable and ability to thrive in a fast-paced, ever-evolving environment.
- Proven experience in a customer-facing role demonstrating ability to manage multiple projects to a deadline.
- Ability to collaborate with internal partners whilst coordinating key customer deliverables ensuring world class customer experience.
- Understands how to demonstrate the use & adoption of Cision software and services to achieve customer's outcomes and goals.
- Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally & written.
- Enthusiast, strong work ethic with a positive mindset, and can-do attitude.
- Experience working within global newswire or media distribution organisation is favourable.
- Experience working within customer/public relations or communication is favourable.
- Experience with Salesforce and/or Customer Success software is desired.
- Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required.
What we offer:
- Possibility to work fully remote.
- Holiday - 25 days holiday and 4 Wellness days per year to encourage a healthy work-life balance!
- Health cash plan employer paid at level 3. (Option to upgrade plan to level 4, 5 or 6 + add family members at employee’s expense); Group life assurance - employer paid.
- Sports benefit - gym/sport membership contribution - 50% or up to 25 GBP per month employer contribution.
- Cycle to work; Employee discounts platform - through Reward Gateway.
- Dental insurance - preference premiums at employee’s cost + option to add family members.
- Employee assistance plan (EAP) & Full Calm subscription.
- Maternity/parental leave policy & Sabbatical leave policy.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com.
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