The Onboarding & Implementation Consultant will manage customer onboarding processes, ensuring satisfaction and timely value delivery through training and support.
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.
Job Summary: The Onboarding & Implementation Consultant in the Customer Experience organization 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.
Essential Duties and Responsibilities:
- 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.
Minimum Required Qualifications:
- A Graduate degree is preferred.
- Excellent English language skills, written and verbal. Additional languages are an advantage.
- Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required.
- 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.
- Experience working within global newswire or media distribution organization is favorable.
- Experience working within customer/public relations or communication is favorable.
- Experience with Salesforce and/or Customer Success software is desired.
Cision is the global leader in consumer and media intelligence, engagement, and communication solutions. We equip PR and corporate communications, marketing, and social media professionals with the tools they need to excel in today's data driven world. Our deep expertise, exclusive data partnerships, and award-winning products, including CisionOne, Brandwatch, and PR Newswire, enable over 75,000 companies and organizations, including 84% of the Fortune 500, to see and be seen, understand and be understood by the audiences that matter most to them.
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 [email protected]
Cision, Inc. "the Company" only communicates with candidates and extends job offers through direct channels, not third parties.
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
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