Customer Success Manager - Falcon.io

New York, New York, USA Customer Service Full-time
Cision Ltd is a leading global provider of innovative earned media software and services to public relations and marketing communications professionals. Cision’s Communications Cloud platform allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact of PR and Communications Teams’ campaigns. Cision has over 4,500 employees with offices in 23 countries throughout the Americas, EMEA, and APAC. For more information about our products and services, visit www.cision.com and follow us on Twitter @Cision.
 
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join that group! We invest in our people through training and professional development and we empower them to grow their careers - because the most important measure of our success is yours.


As a Customer Success Manager for Growth, you are focused on securing healthy long-term adoption among your assigned portfolio of customers through trainings, follow ups and additional check-ins. You are a driven, customer-centric, team player who loves leveraging your versatility and critical thinking aptitudes to develop relationships and deliver results for our customers. Key performance indicators for this role will be customer renewal and growth. As a result of these metrics you will need to be commercial focused with an eye for long term opportunities. Portfolio management will be key to success in this role, so you will need to have a very structured approach to prioritization. Are you the right person for the role?

What you'll do

  • Serve as the primary point of contact for the customer during and post-implementation of Falcon.io
  • Develop a trusted advisor relationship with customer stakeholders to drive product adoption. Educate customers on how to leverage features and new releases
  • Understand the customer needs and link them to workflows in our products
  • Conduct periodic customer health-checks to understand behaviour and proactively address inactivity and/or missed opportunities
  • Help strategize with the customer at key stages of the lifecycle on how to optimise their use of the product, ensuring ROI
  • Partner with internal Falcon.io stakeholders (account managers and strategy advisors) to align account activities with the customer's business case and strategy
  • Identify renewal risk and collaborate with internal teams to alleviate blockers and ensure a successful renewal
  • Help develop a communication model that is scalable

What you have

  • English to a native fluency level but other languages are a plus 1-2 years of experience in a similar position
  • Customer-centric mindset with a passion to help customers
  • Excellent problem-solving skills and good technical knowledge
  • Digital Marketing industry knowledge to deliver valuable advice
  • Solid organisational skills like project management and milestone completion
  • Comfortable with working towards set targets e.g. goal-driven and accountable
  • The drive to steer customers to succeed with a data-driven approach
  • Commercially focused that can spot opportunities


https://jobs.lever.co/cision/e0d01b57-42e3-48e1-81e5-2c294a940b2a