Enterprise Customer Advocate

Beltsville, Maryland, USA Customer Experience 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.

As an Enterprise Customer Advocate, you will oversee customer support through a variety of technical and functional requests that help customers best use the Cision platform. 

You'll help to:

  • Provide day-to-day support of a book of Enterprise level customer accounts via phone and email. 
  • Offer successful outcomes to high value customers. 
  • Create new builds and optimizations to customer searches using Boolean logic. 
  • Communicate technical topics to both technical and non-technical audiences. 
  • Document and maintain client and knowledge playbooks on break-fix, troubleshooting, and customer provisioning tasks. 
  • Provision customer accounts when applicable or part of a customer upsell. 
  • Participate in customer escalation calls as a technical resource. 
  • Work cross-functionally between teams and departments to ensure customer success. 
  • Assist to provide onboarding training for new hires and peers when needed.  
  • Understand and promote the value of Cision products and services to the customer. 
  • Promote and champions diversity and inclusion along with upholding Cision company values.  

You'll be a good fit if you:

  • Understand critical goals, challenges, and key performance indicators of accounts. 
  • Understand how to investigate issues differently depending on request type and solution needed. 
  • Use time wisely to maintain personal and team KPI’s while prioritizing customer requests and tasks. 
  • Approach handling product updates, customer focuses, and departmental updates with ease and flexibility. 
  • Work independently and part of a team successfully and with confidence. 
  • Understand and promote the value of Cision products and services to the customer. 
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™ pledgeand 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.