Customer Service Admin Manager

Bangalore, India Customer Support Full-time
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.

The Admin Customer Support Manager is a high profile and vital position responsible for overseeing a team of Admin Customer Support Representatives to deliver consistently exceptional service and support to Cision’s U.S. customers, both internally and externally. 
 
The Admin Customer Support Manager utilizes a broad knowledge of all PR Newswire products, services and processes to provide high quality and timely tasks on a consistent basis. This team will be focused on providing administrative support to internal and external customers. The need for both outstanding communication skills and accurate tracking of client interactions is vital.

What you will do:

  • Oversee a team who will provide exceptional customer service to internal and external customers
  • Manage the team to be the point of resolution whenever possible 
  • Schedule and organize shift patterns based on customer contact trends
  • Oversee team to provide technical support for customers, often via internal staff such as Online Member Center support, billing support, data change requests, etc.
  • Provide feedback and coaching sessions based on issues that arise when needed
  • Assist in owning and handling client escalations 
  • Focus on quality standards and timelines to achieve team targets and objectives
  • Ability to reprioritize workload in order to ensure SLAs are met
  • Working knowledge of Distribution systems including IRIS, Online Member Center, Netsuite, Salesforce
  • Utilize organizational skills to prioritize assignments, delegating to staff as needed
  • Actively seek out opportunities to improve processes 
  • Work closely with the Senior Manager, CCS Support, to keep an organized case tracking report and strive to exceed service levels
  • Form successful internal partnerships with other departments to improve ability to support customer needs (these areas include Finance, Technology, Sales, Product)
  • Oversee the team to provide general account maintenance and other tasks as assigned to meet the needs of the business

What you have:

  • Previous leadership role experience preferred
  • Salesforce experience a plus
  • Ability to work in a high-pressure environment
  • Excellent communication skills
  • Strong technical troubleshooting and problem-solving skills
  • Knowledge of MS Office required
  • Mush have at least 5 years successful customer service experience
  • Excellent standard of spoken, written and reading English


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