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.
Customer Success at Cision is all about helping our customers achieve their desired outcomes. Reporting to the Manager of Customer Success, CSMs partner with teams within CX as well as Account Management to maximize and deliver value from our products to our customers. Using recognized CS tools and techniques such as success plans and business reviews, CSMs will couple their in-depth technical skills with relationship building to become the customer’s strategic partner, advising on how to best use our platforms to achieve their business outcomes.
Key Responsibilities
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Strong Oral and Written Communication:Prepares status reports on clients in order to provide an up-to-date picture of team progress. Delivers clear and concise messages. Listens effectively and respects the contributions of others.
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Mentorship:Provide leadership and guidance to new team members
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Problem Solving: Recognizes obstacles and uses resources to identify solutions.
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Time Management: Uses time productively and distinguishes between low and high priorities with limited guidance
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Collaboration:Communicates at high levels within customer organization to advise and troubleshoot with the customer regarding the configuration and use of Cision products and services. Actively partners with other Cision departments, such as Sales, to improve customer relationships and processes. Actively maintains knowledge regarding functional area and changing trends
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Adaptability: Rapidly adapts to new information, changing conditions, or unexpected obstacles.
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Professionalism:Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitments
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Key Performance Indicators:this role requires the achievement of a minimum gross retention rate (GRR), Net Promoter Score (NPS) and successful completion of SuccessCOACHING certification
What we're looking for
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Customer Objective Deduction: ability to gather objectives given by the customer and refine in partnership with the manager
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Success Plans:creation of a success plan with the customer based on the agreed-upon objectives, with recommended next steps and clear timelines. Maintain and share progress updates at an agreed-upon cadence.
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Business Reviews: ability to gather important customer highlights (usage, completion of agreed-upon actions, survey responses) that updates on progress towards goal achievement.
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Churn Risk Management: the use of tools to detect customer behaviors that could signal churn risk and escalate to the internal stakeholders.
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Preferred Work Experience: SaaS, customer service, public relations/communications, education
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Technology Prerequisites: experience using CRMs, customer success platforms, meeting recording and scheduling applications, data analysis and presentation-building tools
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Education: Bachelor’s degree and/or 0-2 years CSM experience
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Work Experience:customer success management, SaaS, customer service, public relations/communications, education
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Technology: Salesforce, ChurnZero, Jiminny, Calendly, 0365 Suite
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Education: public relations & communications background
#LI-remote
This position requires advanced knowledge of written and spoken English since you will have weekly interactions with other employees and clients based outside of Quebec.
As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.
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 provides accommodation at any point during the recruitment and selection process, upon request, to applicants with disabilities. If contacted, please advise us if you require accommodation and we will work with you to meet your needs.
