Implementation Consultant
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Job Description
Onboarding & Implementation Consultant responsible for customer satisfaction and platform training at Cision. Engaging customers to provide tailored guidance for successful adoption of Cision platform.
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.
Requirements:
- 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.
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