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Enterprise Customer Advocate - Agency
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Austin, Texas, USA Customer Support 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
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 an Enterprise Customer Advocate, you will oversee customer support through a variety of technical and functional requests that help customers best use the
This role will focus on and partner with Cision's Enterprise Agency clients.
What You'll Do:
Provide day-to-day support of a book of Enterprise level customer accounts via phone and email
Create new builds and optimizations to customer searches using Boolean Logic
Communicate technical topics to both technical and non-technical audiences
Use time wisely to maintain personal and team KPI’s while prioritizing customer requests and tasks
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 champion diversity and inclusion along with upholding Cision’s company values
Previous experience in a customer support role
Experience working with Agency clients is a plus
Understanding of critical goals, challenges, and key performance indicators of accounts
Ability to provide successful outcomes to high value customers
Understanding of how to investigate issues differently depending request type and solution needed
Ability to approach handling product updates, customer focuses, and departmental updates with ease and flexibility
Experience working independently and part of a team successfully and with confidence
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
EEO is the law
EEO is the Law Supplement
Please review our
Global Candidate Data Privacy Statement
to learn about Cision’s commitment to protecting personal data collected during the hiring process.
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accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact Recruiting at
. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications.”
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