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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 co-ordinating 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 Undergraduate degree is preferred What we offer:Possibility to work fully remoteHoliday - 25 days holiday and 4 Wellness days per year to encourage a healthy work-life balance!Possibility to work fully remoteHealth 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 paidSports benefit - gym/sport membership contribution - 50% or up to 25 GBP per month employer contributionCycle to work; Employee discounts platform - through Reward GatewayDental insurance - preference premiums at employee’s cost + option to add family membersEmployee assistance plan (EAP) & Full Calm subscriptionMaternity/parental leave policy & Sabbatical leave policyAs 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 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
