Bilingual Client Onboarding Specialist

Montreal, Quebec, Canada Operations Full-time
Cision Distribution, powered by Canada Newswire, gets people talking about brands and organizations’ news, online and in the media. We operate content distribution services designed to help our clients get the word out to everyone that matters. Discover on www.newswire.ca how we drive awareness and impact audiences by providing the industry’s most comprehensive, most targeted distribution network that reaches the right influencers across different media platforms, geographies and industries. 
  
Objective  
This job performs the efficient execution and delivery of successful client onboarding across all our platforms  in alignment with client requirements to achieve client satisfaction and support long-term client loyalty.     

Key Accountabilities   
-Performs efficient and responsive onboarding activities, including but not limited to new account activations, platform configuration, keyword entry and refinement and day-to-day activities during the first 30 days of a new client activation
-Achieves onboarding KPIs, such as response time, service level, and customer satisfaction
-Learns and utilizes all platforms and back-end systems required to successfully onboard a client during the first 30 days of their experience with Cision
-Consults clients to determine their needs and goals to successfully provision account setup while meeting client expectations
-Engages clients regularly throughout the 30 days with recurring check-in calls, training, and to address client questions and concerns
-Works closely with the CSM team to ensure a smooth and successful transition from onboarding to client success
-Performs other duties as required

Internal Contacts  
-Manager, Client Onboarding: To provide status updates and escalate challenges or issues
-Client Success Managers: To provide regular updates and check-ins throughout the onboarding process to ensure that the assigned CSM is aware and caught up to speed for a successful handoff at the end of the 30 day onboarding cycle
-Service Implementation (SI): Work together with the SI team to set up client portals and access. Additionally, work out any issues or challenges in the provisioning process in accordance to client feedback
-Sales: To ensure that client expectations are communicated effectively and clearly before the onboarding process begins, as well as throughout the onboarding process to ensure client goals are met

External Contacts
-Clients: To deliver a smooth and seamless onboarding process from day 1 to day 30, ensuring that all their requirements, goals, and concerns are met

Decision Making  
The job has the accountability and authority to:  
-Escalate to Manager, Client Onboarding for any accounts that may be experience issues, challenges, or discrepancies and/or processes that may impact clients and their experience with the onboarding process, and/or any operational processes or activities within Client Onboarding

This job profile provides an overview of the minimum requirements of the job and does not include all of the duties inherent, included or associated with the job or with the performance of the job. The Senior Leadership Team reserves the right to make changes to the job profile as it sees fit to meet the needs of the organization. 

Requirements Qualifications

  • Bachelor’s degree (or equivalent) in Client / Public Relations, Communications or a related field is required. Expertise working within a global newswire/media distribution organization is preferred
  • Certified Customer Experience Professional (CCXP) or Certified Client Service Professional (CCSP) designation is preferred
  • Minimum of two (2) years’ experience in client / public relations or communications
  • In-depth expertise with Salesforce or similar Customer Relationship Management software and SQL expertise is required
  • Working knowledge of MS Office Suite including Word, Excel, PowerPoint and Visio is required
  • Advanced listening and verbal communication skills to understand client needs or problems and respond clearly and concisely. Solid relationship building, influence and negotiation skills
  • In-depth analytical, problem diagnosis and creative problem-solving skills with the ability to identify, recommend and implement changes and improvements
  • Adaptable to work and thrive in a fast-paced environment
  • Ability to work independently and as a member of a team

Working Environment and Demands 

  • The job is primarily performed in in an office setting with the regular need to attend / work in other office locations
  • Regular requirement for multi-tasking, simultaneous multiple urgent demands and / or work requiring attention to detail, subject to frequent, regular interruptions, or peak periods requiring an accelerated work pace or deadlines
  • Occasional exposure to uncomfortable, challenging or hazardous conditions in the workplace. (Examples could include any or all of the following:  physical elements such as dust, noise, odours, hazardous substances or equipment, a higher likelihood of exposure to conflict, or aggression etc.)  
  • Salaried job based on 37.5 hours / week, Monday to Friday. Availability to work a flexible schedule to meet the needs of the organization is required. This job has an occasional requirement (approximately quarterly) to be on-call
  • No travel is required
  • Sustained requirement for manual dexterity / coordination for computer use
  • Sustained requirement for light physical exertion typical of an office job, such as sitting, standing, walking and operating office equipment
  • Minimal requirement for heavy physical exertion, including sitting for prolonged periods with limited freedom to switch positions, and the ability to lift up to 20 lbs. (e.g. paper, files, office equipment machines)
  • Regular requirement for low-intensity mental, visual or aural concentration for such activities as reading, inputting data, taking notes
  • Sustained requirement for high-intensity mental, visual or aural concentration such as analyzing large volumes of data, client account management, meetings / presentations or face-to-face interactions of a more complex nature
Cision is committed to building an environment where all employees are set up to thrive and reach their full potential. 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, the largest CEO-driven business commitment to advance diversity and inclusion within the workplace.

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.

Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.