In Customer Experience, we are focused on providing customers with exceptional services. We identify the customer needs, respond to their queries, and collaborate with internal stakeholders to optimize customer 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®.
The Enablement Consultant is responsible for providing virtual training on Cision’s processes, products & features. In this role, you will prepare, evaluate, and execute training based on the needs of the request and product offering. This includes identifying skill and knowledge gaps to modify training as necessary for successful adoption. This role reports to the Director of Enablement.
What you'll do:
- Strong Oral and Written Communication: Prepare status reports on clients in order to provide an up-to-date picture of team progress. Deliver clear and concise messages. Listen effectively
- and respects the contributions of others.
- Mentorship: Provide leadership and guidance to new team members.
- Problem Solving: Recognize obstacles and use resources to identify solutions.
- Time Management: Use time productively and distinguish between low and high priorities
- with limited guidance.
- Collaboration: Communicate at high levels within customer organization to advise and
- troubleshoot with the customer regarding the configuration and use of Cision products and services. Actively partner with other Cision departments, such as Sales, to improve customer relationships and processes. Actively maintain knowledge regarding functional area and changing trends.
- Adaptability: Rapidly adapt to new information, changing conditions, or unexpected obstacles.
- Professionalism: Learn by mistakes and uses knowledge for self-improvement. Deliver on promises timely and meets commitments.
- Conduct weekly training office hours, orientation sessions, and webinars.
- Key Performance Indicator: measurable outcomes tied to specific role responsibilities include CSAT (Customer Satisfaction), Adoption rate.
What you have:
- 1-2 years of experience
- Ability to develop courses and instructional material to educate technical and non-technical customers and personnel
- Ability to plan and deliver written/oral communication that is impactful and persuasive
- Ability to slow down to listen to the needs of the customer, team, and stakeholders
Preferred Qualifications:
- Salesforce, ChurnZero, JIRA, HighSpot, Sharepoint, Learning Management System and/or knowledge center experience a plus
- Proven work as a Training Consultant, Training Coordinator, or similar role with hands on experience organizing training events
What we offer:
- Holiday - 25 days holiday and 4 Wellness days per year to encourage a healthy work-life balance!
- Possibility to work fully remote
- 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
