Enterprise Customer Success Manager

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 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.


The Enterprise Customer Success Manager (ECSM) serves as the strategic partner to their book of business and is responsible for ensuring their clients are adopting, engaging with and getting the maximum amount of value from the software solutions they have purchased throughout the entire client's lifecycle in alignment with their clients business goals. Success in this role results in high levels of retention and expansion of Cision’s business.

Key Responsibilities

  • Adopt a disciplined approach to Strategic Customer Success
  • Manage a portfolio of Enterprise Customer Accounts as a Strategic Partner
  • Manage all aspects of the Customer Lifecycle including: Project Managing incoming requests from clients, consult on best practices, optimal workflow and account configurations, address client issues and manage the resolution plan, etc.
  • Be an end-to-end Cision product/solutions expert
  • Develop a Customer Success plan for each of your portfolio accounts to adopt, renew and grow the Cision solutions.
  • Identify customer goals & proactively address them throughout the Customer Lifecycle.
  • Understand the Marketing & Communications ecosystem and how Cision delivers differentiated value.
  • Conduct ongoing weekly, monthly, quarterly, annual business reviews
  • Coach clients on best practices/use cases to drive engagement and continued adoption.
  • Conduct frequent strategy sessions to address evolving client needs and coach client on new measurement strategies and use cases.
  • Execute frequent proactive engagement plays
  • Monitor and stay familiar with the behavioral analytics of your client’s usage and use cases to be most informed to engage and consult

What we're looking for

  • Bachelor’s Degree or equivalent relevant experience
  • Minimum of 5+ years of experience in Customer Success, Public Relations, Marketing, Consulting, Account Management, Business Development, or another client-facing role
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Impressive executive presence and communication abilities
  • Ability to create structure in ambiguous situations and design effective processes
  • Experience working with cross-functional teams (e.g. Sales, Support/Onboarding, Product/Engineering, Marketing, Services)
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.
 
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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