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Premier Customer Support Coordinator

Expired Job

Cision Chicago , IL 60602

Posted 4 months ago

Premier Customer Support Coordinator

Cision- Beltsville, Chicago or Albuquerque

We are a leader in the professional communications software space. By investing in our brand and technologies, we are driving change in how communications pros distribute, monitor and evaluate their content. We invest in our people through training and management and empower them to drive their careers.

Cision is looking to hire an experienced customer success superstar to contribute to driving and defining efforts to build strong, lasting relationships with our SaaS user base of public relations and marketing communications professionals.

In this role, you will own the post-sales customer support experience for an assigned territory of accounts and work collaboratively with your teammates, sales partners and other internal stakeholders to meet and exceed customer expectations. You will be tasked with positively influencing retention rates by handling day-to-day customer support requests, troubleshooting issues and following them through to resolution, conducting how-to walkthroughs and performing consistent and ongoing outreach to drive adoption, reduce barriers and increase understanding.

Responsibilities:

  • Deliver engaging customer experiences that uncover opportunities for further investment and increase customer loyalty

  • Ask probing questions and offer consultative guidance on software optimization that helps customers achieve their organizational and functional goals

  • Be timely and responsive to customer requests via email and phone

  • Lead phone and web-based customer meetings and instructional demonstrations

  • Assume ownership of and communication about all software support needs in your assigned customer base

  • Troubleshoot independently and collaborate effectively with other internal stakeholders to find and deliver solutions to customer issues

  • Provide on-target search strategies to return relevant content that maps to customer objectives

  • Conduct regular customer outreach with the goal of uncovering issues or needs, promoting satisfaction and contributing to increased renewals

  • Independently manage your day and nimbly re-prioritize based on new developments

  • Effectively set expectations around software function and service delivery and meet or exceed all set targets

  • Promptly and accurately document all customer interactions in the company's system of record

  • Contribute to a cooperative team-centric environment that strives to put the customer experience first

  • Maintain an expert level of software expertise, staying current with feature developments

  • Meet or exceed all job-specific qualitative and quantitative targets

  • Uncover up-sell opportunities

Qualifications:

  • Bachelor's degree preferred

  • Minimum 1+ years of experience in a customer success or other similar proactive customer-facing role

  • Public relations and/or software support experience is strongly preferred

  • A natural passion to create exceptional customer experiences and proactively resolve potential issues

  • Demonstrated ability to maintain ownership of customer relationships and identify and act on potential barriers to success

  • Solid communication skills with a focus on listening and questioning

  • Aptitude to identify and resolve underlying issues with advanced and creative troubleshooting skills

  • Ability to build trust and nurture customer and cross-departmental relationships

  • Excellent organizational skills with attention to detail and accuracy

  • Experience leading phone and virtual meetings

  • Boolean logic expertise is a plus

Company Insights:

Cision offers a wide range of benefits that include:

  • State-of-the-art office

  • Medical, dental, vision

  • FSA (Health & dependent care)

  • Life & disability insurance

  • 401(k)

  • Flexible PTO and work arrangements

  • Casual work environment

  • Gym on site

  • Tuition reimbursement & professional training

The Cision Story:

Cision Ltd. (NYSE: CISN) is a leading global provider of software and services to public relations and marketing communications professionals. Cision's software allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact. Cision has over 3,000 employees with offices in 15 countries throughout the Americas, EMEA, and APAC. For more information about its award-winning products and services, including the Cision Communications Cloud, visit www.cision.com and follow Cision on Twitter @Cision.

EEO/AA employer M/F/D/V, 41 CFR 601.4


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Premier Customer Support Coordinator

Expired Job

Cision