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.


We are looking for a Customer Success Manager for our team in New York City! As a Customer Success Manager, you are focused on securing healthy long-term adoption among your assigned portfolio of customers through training, 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.

What You'll do

  • Own the customer relationship, post-sale through to renewal
  • Serve as the primary point of contact during onboarding through and post-implementation
  • Develop a trusted advisor relationship with customer stakeholders and executive sponsors
  • Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
  • Conduct periodic customer health-checks
  • Prepare and educate customers on new features and releases
  • Help customers leverage the product for business success
  • Identify renewal risk and collaborate with internal teams to clear/alleviate blockers and ensure a successful renewal
  • Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas, including product

What you have

  • English to a native fluency level but other languages are a plus
  • Customer-centric mindset with a passion to help customers
  • Outstanding consultative skills (including objection handling, negotiating, persuading)
  • Strong relationship management (tailoring for the different stakeholders)
  • Excellent problem-solving skills and good technical knowledge
  • Solid organizational skills (project management, milestone completion)
  • Comfortable with working towards set targets (goal-driven, accountable)The drive to steer customers to succeed (taking a data-driven approach)
  • Digital Marketing industry knowledge to deliver valuable advice

What we offer

  • Competitive salary
  • Apple Macbook
  • State-of-the-art office with snacks, soda, and lots of coffee
  • Medical, dental, vision
  • Life & disability insurance
  • 401(k) with company match
  • PTO, Holidays, Floating Holidays, Sick Time, and Community Service Day
  • Casual work environment with amazing co-workers
  • Discounted Gym on site
  • Subsidized Cafeteria
  • Monthly company events/bonding
About Falcon.io Falcon.io provides a unified SaaS platform for social media listening, engaging, publishing and managing customer data. We enable our clients to explore the full potential of digital marketing by managing multiple customer touch points from one platform. Our platform has already achieved great international traction in the market, with its technology endorsed by partnerships with Facebook, Twitter and Instagram. Founded as Falcon Social in Copenhagen in 2010, we now also have offices in New York City, Berlin, Budapest, Sofia and Melbourne. We’re a highly diverse team, and we’re always looking for passionate and curious people who want to be part of a fast-paced, high-energy environment. 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 4,000 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.    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. 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.    EEO/AA employer M/F/D/V, 41 CFR 60–1.4

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.
 
EEO/AA employer M/F/D/V, 41 CFR 60–1.4
 
Please see EEO is the law and EEO is the Law Supplement.
 
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