In Customer Experience, we are focused on providing customers with exceptional services. We identify their needs, respond to their queries, and collaborate with internal stakeholders to optimize their services. Working with us means joining a hybrid team of diverse, passionate, mission-driven employees who are inspired by our vision, dedicated to our customers, and comfortable with rapid change. We are certified as a Great Place to Work 2022®.
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 Competencies:
- Strong Oral and Written Communication: Summarizes and synthesizes outcomes from status calls and other sessions and documents critical project issues/updates. Communicates effectively with all project stakeholders. Tailors messages to address interests and concerns of client, partners, and project stakeholders.
- Mentorship: Facilitates and manages the group dynamics with current team members and new hires in a professional manner.
- Problem Solving: Removes obstacles and shares best practices with other members of the team.
- Time Management: Manages time effectively to ensure priority items are handled first.
- Collaboration: Actively maintains knowledge regarding functional area and changing trends, and shares with colleagues.
- Adaptability: Realigns resources to meet changing customer/internal needs
- Professionalism: Is competent and decisive. Identifies an alternative resource if unable to meet commitments. Models others examples of good professional behavior and integrity.
- 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
- Customer Objective Deduction: ability to identify customer objectives based on prompting questions
- 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 and hold all teams accountable to maintaining timelines by intervening as soon as risk presents itself.
- Business Reviews: ability to gather important customer highlights (usage, completion of agreed-upon actions, survey responses) to hold a strategic dialogue around progress and recommendations on next steps/timelines.
- Churn Risk Management: the use of tools to detect customer behaviors that could signal churn risk and propose mitigation options to internal stakeholders to agree and execute.
- Technology Prerequisites: experience using CRMs, customer success platforms, meeting recording and scheduling applications, data analysis and presentation-building tools
- Education: Bachelor’s degree and/or 3-5 years CSM experience
Preferred Qualifications
- Work Experience: customer success management, SaaS, customer service, public relations/communications, education
- Technology: Salesforce, ChurnZero, Jiminny, Calendly, 0365 Suite
- Education: public relations & communications background
